Faith E.

Most SaaS companies don’t lose customers because of their product. They lose them because customer support is slow, inconsistent, or poorly managed. I help SaaS companies fix that. I’m a Customer Support Specialist with 7+ years of experience delivering reliable SaaS customer support across email, live chat, and phone. I help businesses handle customer inquiries, resolve tickets quickly, and provide consistent, high-quality support that keeps customers satisfied. I’ve worked in high-volume support environments, resolving 100+ customer tickets daily while maintaining 95%+ CSAT. My focus goes beyond replying to messages, I improve how your support system works so your team can respond faster, reduce churn, and deliver a better customer experience. What I Can Help You With SaaS Customer Support • Email support & ticket handling • Live chat support • Phone support & customer communication • Managing customer inquiries and follow-ups • High-volume ticket management Customer Service & Retention • Customer onboarding support • Escalation & complaint resolution • Billing, refunds & subscription support • Improving customer satisfaction and retention eCommerce & Subscription Support • Order tracking & fulfillment issues • Refunds, returns & payment issues • Subscription and billing support Support Operations • Helpdesk management (Zendesk, Freshdesk, Intercom, Gorgias) • Knowledge base & FAQ creation • SOP documentation & workflow improvement Results I Deliver • Managed 100+ tickets daily with 95%+ CSAT • Improved response time and ticket resolution speed • Reduced churn through proactive customer support • Increased customer satisfaction through better onboarding Tools & Platforms Zendesk • Freshdesk • Intercom • Gorgias • HelpScout • Shopify • WooCommerce • Stripe • Crisp • HubSpot • Zoho CRM • Odoo CRM • Salesforce • ClickUp • Slack • Notion • Google Workspace Why Clients Hire Me I don’t just respond to customers, I make sure issues are resolved quickly, communication is clear, and your support system runs smoothly. If you need a reliable SaaS customer support specialist who can manage tickets, support your customers, and improve your customer service operations, I’m ready to help. Send me a message, let’s discuss how I can support your team.