Customer supportCustomer support
Leah
$800
per month
($5/hour)
Profile Description
I am a customer support professional with 4+ years of experience handling email and chat-based assistance for SaaS and digital products, working with clients across multiple time zones. I am comfortable using tools like Zendesk, Freshdesk, and HubSpot to manage high volumes of support tickets while keeping workflows organized and cases well documented. I enjoy spotting patterns in customer feedback that point to bigger product or process issues, and I've created help content and knowledge base r...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Content & Writing
Customer Success
Sales & Business Development
Virtual Assistance & Admin
AI & Automation
Work Experience
Customer & Partner Engagement Associate
Navismart AI
Jun 2024 - Present
Key Achievements:
Managing customer and partner support inquiries using Zendesk and similar CRM tools, consistently meeting SLA response times across multiple time zones. Creating and maintaining help content and onboarding materials, reducing repetitive queries and improving customer self-service rates. Identifying patterns in customer feedback to flag product bugs, documentation gaps, and user experience issues. Collaborating with marketing and product teams to improve messaging clarity and user guidance across multiple channels. Produce weekly and monthly support performance reports tracking engagement and resolution metrics. Conducting account health checks to identify at-risk customers and proactively addressing concerns before escalation. Training and onboarding new support team members on CRM workflows, internal tools, and company communication standards. Maintaining and updating CRM records to ensure accurate customer history and case documentation across the team.
Virtual Assistant | Customer Support & Content Management
Onus Writers
Feb 2022 - Feb 2024
Key Achievements:
Handled customer communications and service tickets via email and live chat, ensuring prompt, professional resolution. Managed content workflows and knowledge base updates to maintain consistency and accuracy. Created FAQs and Help Page articles that reduced client support tickets and improved turnaround time. Coordinated scheduling and calendar management for leadership, ensuring timely follow-up on client commitments. Tracked and reported on recurring customer issues, contributing recommendations that informed process improvements. Maintained organized digital filing systems for client records, contracts, and internal documentation.