I'm a Technical Support Specialist and Customer Success professional with 7+ years of remote experience helping SaaS and e-commerce companies deliver great customer experiences through email and chat support.
Over the years, I've handled 50-150+ daily customer inquiries across platforms like Zendesk, Intercom, and Gorgias, resolving issues related to account access, billing, subscriptions, and platform functionality. I'm comfortable managing SLA compliance, working through customer escalations, and coordinating with product and engineering teams to get to the root cause of technical problems.
Some of what I bring to the table:
Troubleshooting and resolving SaaS platform issues via email and chat
Managing billing and payment disputes using Stripe and PayPal, including chargeback investigations
Documenting and escalating bugs using Jira, contributing to product improvements
Building and maintaining SOPs and knowledge base documentation
Setting up automated workflows with Zapier to reduce manual work
Managing WordPress websites and Google Workspace/Zoho CRM administration
I've worked with companies like Animoto and Zendrop, where I supported customers on fast-paced SaaS platforms while consistently meeting SLA targets and keeping customer satisfaction high. I also have experience as a virtual assistant, handling operations, automation, and executive support tasks.
I hold a BS in Information Technology, and I'm proficient with Microsoft 365, Google Workspace, and AI tools like ChatGPT and Claude to work more efficiently.
I'm looking for a remote role where I can keep helping customers solve problems and contribute to a team that values clear communication and reliable support.
