Shees S.

Most support tickets are early churn signals. I read them that way and act before a frustrated user becomes a lost renewal. I have 5+ years in client-facing roles, including nearly 3 in B2B SaaS. At B2B Rocket I managed a portfolio of 50+ clients across onboarding, adoption, renewals and escalations. Better escalation workflows cut our average resolution time by 20%, personalized onboarding lifted adoption by 25%, and CSAT rose 15%. I was promoted twice in one year. What that means for you: • Users who get value fast and stay, through clear onboarding and real training • At-risk accounts caught early, with fixes that protect revenue • Technical issues actually resolved (CRM, integrations, data sync), not just escalated and forgotten • Support that shares real patterns with your product team, not just closed tickets Before SaaS, I worked in U.S. freight operations, so fast-moving accounts, hard deadlines and clients who want answers are normal for me. I’m available across U.S., European and Asian time zones, including overnight coverage. Tools: Zendesk, Intercom, HubSpot, Salesforce, Slack, Google Workspace If your product is growing faster than your support can keep up, that’s the problem I like to solve.