I provide hands on customer support and operational support for SaaS and technology companies. I can work directly with customers while also improving the systems behind the service.
My work can include customer inquiries, technical troubleshooting, ticket triage, escalations, recurring issue documentation, knowledge base articles, support quality reviews, service reports and workflow improvements.
I have over seven years of experience in customer support, customer success, account management and operations. I currently lead support for a SaaS integration platform and built its support function from the ground up. I work closely with customers, Product and Engineering on complex cases and incidents.
I use tools including Jira Service Management, Jira, Confluence, Intercom, Zendesk, Freshdesk, ClickUp, Slack and Google Workspace. The exact scope can be agreed around a ticket volume, defined project or ongoing hourly support.