Customer Support & Success Specialist | Live Chat, Email, Phone | SaaS, E-commerce, CRM, Onboarding, Retention

With over 8 years of dedicated experience in customer support, customer success, and operations, I specialize in delivering exceptional service for SaaS platforms, e-commerce businesses, service companies, and global clients. I thrive in high-volume environments, consistently achieving high CSAT scores, fast resolution times, and accurate documentation while owning tasks from start to finish.

I’m skilled at providing frontline support across live chat, email, phone, ticketing systems, and social channels. My expertise includes technical troubleshooting, account management, customer onboarding, order processing, data entry, process improvement, SOP development, knowledge base creation, and identifying upsell/retention opportunities through proactive education and needs assessment.
I have deep hands-on experience with leading tools and platforms:

Helpdesk & CRM: Zendesk, Freshdesk, Intercom, Gorgias, Zoho CRM, Salesforce, Microsoft Dynamics 365, SAP CRM
E-commerce & SaaS: Shopify, Amazon Seller Central, BuyBotPro, Profit Protector Pro, Sellerbility, Arbitrage Central
Operations/Returns: Loop Returns, Apparel Magic (familiar), similar RMA systems
Productivity & Communication: Google Workspace, Microsoft Excel, Slack, Zoom, VOIP systems

Highlights from my career:

Delivered reliable, high-quality support for multiple SaaS products at Hutley Software Limited (UK), exceeding KPIs for response time, resolution accuracy, and satisfaction while independently managing night-shift operations and escalations.

Handled high-volume inquiries and maintained precise CRM records at Webston Knight Limited (UK).
Provided long-term, trusted support and virtual assistance to international clients via Upwork since 2017, including live chat, onboarding, product demos, administrative tasks, and high repeat-hire rates through reliability and full ownership.

I’m fully remote-ready with a professional setup: high-speed internet, quiet workspace, and headset. Available for full-time permanent roles aligned with US, UK, or global business hours. Fluent in English (neutral British/US accent) and Afrikaans.

Passionate about calm, empathetic communication, cross-functional collaboration, and turning customer interactions into stronger relationships and better products.

Let’s connect if you’re looking for a dependable, detail-oriented professional who takes pride in customer retention, process efficiency, and end-to-end task ownership.

Work Terms

I offer high flexibility and am available to work 7 days a week as required, with a maximum capacity of 300 hours per month to ensure quality and sustainability.

My time zone is SAST (GMT+2, Cape Town, South Africa), and I typically respond quickly even outside standard business hours.

Payment Terms

Preferred frequency: Payments processed twice per week or at the end of each month (whichever best suits the project/employer).
Accepted methods: Guru's SafePay escrow (recommended for security), PayPal, or Wise (formerly TransferWise).
For fixed-price or milestone-based work, I generally request 30–50% upfront (via SafePay where applicable), with the balance released upon milestone completion or project delivery. Hourly or task-based agreements are also welcome per Guru's options. Invoices are clear, timely, and include all necessary details.

Communication

Preferred channels: Slack or Microsoft Teams for real-time messaging, updates, file sharing, and daily collaboration.
I commit to responding within 1-2 hours during active periods (often faster) and am comfortable with scheduled voice/video calls via these platforms or Zoom/Google Meet if needed.
This setup promotes efficient, transparent teamwork with minimal delays.

I'm committed to clear expectations, reliable delivery, and smooth collaboration—let's discuss how these terms can align with your project needs!