Technical Support & Customer Experience Specialist | SaaSTechnical Support & Customer Experience Specialist | SaaS
Johnrei
ID Verified$3,000
per month
($17/hour)
Profile Description
Customer Support and Technical Support Specialist with 13 years of overall professional experience supporting customers across SaaS, AI-powered applications, e-commerce, and technology products. Skilled in providing phone, email, live chat, and ticket-based support, troubleshooting technical issues, resolving account and billing concerns, and managing customer inquiries efficiently. Experienced with Shopify, Gorgias, Amazon, Walmart, Wayfair, Faire, and various CRM and support platforms. Proven ...
Work Experience
Web/Cloud App, Team Lead
Topaz Labs
Mar 2024 - Sep 2026
Key Achievements:
Maintained a monthly average Customer Satisfaction Score (CSAT) of over 95% while providing customer and technical support for AI-powered software products. Managed high-volume customer inquiries, handling nearly 100 customer interactions per day while maintaining responsive and helpful support. Supported customers with technical troubleshooting across web applications, mobile apps, API integrations, account access, subscriptions, billing, and credit-related concerns. Created and improved support documentation for web and mobile applications, helping customers understand product features and resolve common issues. Collaborated with web, mobile, and API teams to investigate technical issues, report software bugs, and escalate complex customer concerns. Served as a Web App Team Lead, coordinating support activities, managing escalations, and providing guidance to a direct report. Helped customers navigate product workflows and technical issues while maintaining a professional, empathetic, and customer-focused approach. Supported customer retention by addressing concerns, clarifying product functionality, and helping customers make informed decisions about their subscriptions and product usage.