Nicholas A.

Customer Support | Fintech, AI Agents, SaaS and Digital Products

I don't just answer customer support tickets, I study what they reveal about the product. Most early-stage SaaS teams have founders or engineers stuck in the inbox, context-switching between building and supporting users. Every hour spent in the inbox or on Social Media is an hour not spent shipping, and every ticket closed without extracting the product signal is a missed chance to improve the product. I take that load off the team, resolve issues accurately the first time, and feed the patterns back so the same issues stop coming back. ---------------------------------------------------------------------- What I do: - Triage and resolve customer support across email, chat, and social media channels like Linkedin, Reddit, Facebook, Instagram, Youtube, TikTok for SaaS, ecommerce, telehealth, fintech, and digital products. Compliance-sensitive environments included. - Diagnose technical customer issues across WordPress, CRMs, crypto wallets, email automation, DNS, and similar stacks. - Write and maintain the knowledge base, FAQs, and SOPs that make self-service work and that give any AI support layer the accurate context it needs to handle tier-1 tickets without falling over. - De-escalate billing disputes, workflow confusion, and other high-pressure situations without leaving the customer feeling unheard. - Integrate support tools and connect them to automation platforms (Zendesk, Freshdesk, Go High Level, n8n, Make, Zapier, Gumloop) to remove repetitive work. - Share the voice-of-customer patterns I see with the product team, so the friction users hit becomes input for the next release instead of recurring tickets. - Design the workflows and content layer that lets AI support tools handle the easy 60-70 percent of tickets accurately, while humans focus on the rest. ---------------------------------------------------------------------- Why work with me: - Multi-year support experience across WordPress com, crypto wallet with millions of users, telehealth, fintech, and ecommerce. - Certified in Zendesk Customer Service, CompTIA Project+, Google IT Support, and Cryptocurrency. - Comfortable explaining complex or abstract concepts to non-technical customers in plain language they can act on. - Available 40+ hours per week including weekends, EAT (UTC+3), with clean overlap into UK, US East Coast, and Asia-Pacific business hours.