Deja A.

Customer Success Leader | Support Operations | SaaS, Ecommerce & Start

I help growing companies create customer experiences that people actually enjoy. For the last 15 years, I've worked in customer support, customer success, and operations across startups, SaaS companies, ecommerce brands, nonprofits, education, and government organizations. I've cleared 10,000+ ticket backlogs, built help centers from scratch, reduced inbound volume through self-service resources, and managed support operations handling 500+ tickets per week. I've worked with companies like Dollar Flight Club, Kind Kiosk, Recliner NYC, Chegg, TSA, and several fast-growing startups. Sometimes I'm the person leading the team. Sometimes I'm the person building the processes behind the scenes. Sometimes I'm the only support rep keeping everything running smoothly. I'm comfortable wearing any of those hats. My experience includes: • Zendesk, Freshdesk, Gorgias, Intercom, Gladly, HubSpot, and similar platforms • Building help centers, workflows, macros, reporting, and automations • Hiring, training, coaching, and supporting customer-facing teams • Managing escalations and acting as the bridge between customers, leadership, and product teams I don't need a lot of hand-holding. Give me a problem, a goal, and a team, and I'll figure out how to make things run more smoothly while keeping customers happy.