Gail Z.

Technical Customer Support Professional for SaaS & Tech Brands

Are you a SaaS, Startup, or Tech brand buried in customer support tasks? Tired of juggling emails, tickets, and customer questions on your own? Let me handle support so you can TAKE YOUR TIME BACK. I can calm the customer service chaos and deliver the reliable support your customers deserve. With over 10 years of experience - 2.5 in call centers and over 8 working remotely - I’m a customer support pro who thrives on helping online businesses grow. 🔸WHAT I DO🔸 --------------------- ~ I provide reliable remote customer support for SaaS and Tech brands for their clients and customers via email and ticketing systems. My Support Services: ✴ Email Customer Service and Support ✴ Technical Customer Support ✴ Tier 1 Technical Support ✴ Social Customer Support ✴ Inbox Management I help my clients by: ✱ Monitoring support inboxes daily ✱ Managing Help Desk Tickets (Zendesk, Zoho Desk, Help Scout, etc.) ✱ Troubleshooting technical issues ✱ Responding to general product inquiries ✱ Completing support requests ✱ Providing order support and tracking updates ✱ Processing cancellations and refunds ✱ Escalating complicated technical issues ✱ Proactively identifying and communicating trending issues, such as bugs, to my clients ✱ Advising on customer support SOPs ✱ Contributing content to FAQs and Knowledge Base Articles 🔸WHO I HELP🔸 ----------------------- I partner with founders and businesses that operate primarily online: ✦ SaaS & Startups – You offer a software, app, or digital platform and need dependable customer support for your users. ✦ E-commerce/DTC Brands – You sell physical or digital products online and need reliable support for orders, returns, and product questions. ✦ Coaches – You help people grow, learn, and transform and need support that reflects the care you give your clients. ✦ Solopreneurs – You’re wearing all the hats, and it’s time to take off customer support. 🔸MY EXPERIENCE🔸 ----------------------------- ▸ Email and Ticket Support ▸ Technical Customer Support ▸ E-commerce Customer Service ▸ Social Customer Support ▸ Chat Support ▸ Phone Support 🔸PREVIOUS CLIENT & INDUSTRY EXPERIENCE🔸 ---------------------------------------------------------------- ▸ SaaS Platforms ▸ Tech companies ▸ Streaming Platforms ▸ Mobile apps ▸ Online Stores ▸ Rideshare/e-scooter services ▸ Health coaching ▸ Apparel and Shoes ▸ Housewares and Home decor ▸ Electronics ▸ Health supplements ▸ Beauty products ▸ Jewelry 🔸TOOLS & PLATFORMS🔸 ------------------------------------ ▸ Zendesk ▸ Help Scout ▸ Zoho Desk ▸ Notion ▸ SendGrid ▸ Stripe ▸ Shopify ▸ FreshDesk ▸ Intercom ▸ Google Workspace (G-Suite) ▸ Microsoft 365 ▸ Canva ▸ WordPress ▸ ChatGPT ▸ Meta Business Suite 🔸WHY CHOOSE ME?🔸 -------------------------------- A decade of customer service and support experience has equipped me with the essential skills that make me a valuable partner in your customer support operations. I bring the following skills: ▸ Quickly adapt to brands and workflows with minimal training ▸ Master new software and platforms quickly and efficiently ▸ Provide support using existing knowledge bases and resources ▸ Experienced in troubleshooting technical issues ▸ Self-taught with a proven ability to learn new skills independently ▸ Work autonomously with minimal supervision ▸ Strong communication and problem-solving skills ▸ Tech-savvy, naturally curious, and committed to continuous learning ▸ Proficient with a variety of tools, software, and platforms 🔸CONTINUED TRAINING🔸 ------------------------------------- ~ I have completed 5 LinkedIn Learning paths in customer service and support, plus a Shopify training path. ◆ Certifications ◆ ▸ Zendesk Omnichannel Agent ▸ Zendesk Foundational Support (Admin) ▸ Gorgias Lead Agent for Shopify. With my extensive experience and skill set, I am the ideal partner to handle your customer support needs while you focus on growth. REACH OUT TODAY!