Chijioke O.

If your SaaS support queue is growing, customers keep coming back with the same issues, or technical and billing problems are taking too much time to resolve, you need more than someone who closes tickets. You need a Customer Support & Success Lead who can investigate problems, troubleshoot technical issues, improve support processes, and take ownership from first contact through resolution. Want to see the results behind my experience? My portfolio on my profile includes examples of my support leadership, customer experience work, and measurable results. I’m a Customer Support and Technical SaaS Support professional with 7+ years of experience across SaaS, technology, fintech, e-commerce, subscriptions, and customer-facing technical environments. At Instantly, I progressed from Senior Customer Support Specialist to Team Lead, leading 15 remote support specialists handling 600+ customer requests daily. I helped reduce first response time from 11 minutes to under 4 minutes, improve CSAT from 91% to 96%, and increase internal quality from 93% to 98% through structured coaching, quality reviews, recurring-issue processes, and stronger escalation workflows. I’ve personally handled 15,000+ customer conversations, covering technical troubleshooting, billing and subscription issues, payment investigations, account problems, integrations, deliverability, product behavior, refunds, cancellations, and escalations. WHAT I CAN HELP YOU WITH Technical SaaS customer support Customer success and customer experience Email, chat, and ticket-based support Billing, subscriptions, refunds and cancellations Stripe payment investigations and disputes Account, login, integration and product troubleshooting API, DNS, email deliverability and authentication issues Bug investigation and engineering-ready documentation Customer onboarding and product education Escalation management and cross-functional coordination SOPs, knowledge bases and support documentation QA, coaching and support team performance Support operations and process improvement WHY CLIENTS WORK WITH ME I don’t rely on customers to diagnose their own problems. I investigate account activity, billing history, previous conversations, product behavior, documentation, and available technical information before deciding what needs to happen next. That approach helps reduce unnecessary back-and-forth, improve first-contact resolution, identify recurring problems, and give customers a clear path to resolution. RESULTS 15,000+ customer conversations handled 600+ support requests per day across a 15-person team First response time reduced from 11 minutes to under 4 minutes CSAT improved from 91% to 96% Internal quality improved from 93% to 98% 96%+ CSAT maintained across high-volume support environments TOOLS Intercom, Zendesk, Freshdesk, Help Scout, Stripe, Shopify, HubSpot, Jira, Slack, Notion, Microsoft 365 and Google Workspace Whether you need a Technical Support Specialist, Customer Support Lead, Customer Success professional, or Support Operations partner, I bring the combination of technical troubleshooting, customer judgment, communication, process improvement, and leadership needed to make support a business advantage, not just a ticket-closing function. If you’re looking for someone who can take ownership, solve problems, improve the process, and leave customers with confidence in your product, let’s talk.