Nathanel John C.

Looking for a Customer Support Specialist who delivers high satisfaction scores and optimizes your CX processes? With extensive experience supporting fast-growing e-commerce brands, SaaS platforms, and enterprise accounts including Fast Growing Trees, Spotify, Lyft, and Google, I bring top-tier communication, process efficiency, and data-driven quality auditing to your operations. Whether you need frontline ticket resolution, standard operating procedure (SOP) documentation, or AI-powered CX reporting, I help teams reduce resolution times, boost CSAT, and streamline daily workflows. What I Bring to Your Team Omnichannel Customer Support: Experienced in handling email, live chat (up to 5 concurrent chats), SMS, and social media tickets at high volume (10-15 tickets per hour). E-Commerce Operations: End-to-end management of Shopify orders, delivery issues, replacements, refunds, warranty claims, and affiliate marketing programs via GoAffPro. SaaS & Operations Support: Knowledge base drafting, process diagramming, HubSpot pipeline management, bug replication for dev teams, and SVG smart map building in Figma. CX Quality & NPS/CSAT Auditing: Analyzing survey data, identifying root causes behind negative ratings, and converting raw customer feedback into clear executive reporting. AI & Workflow Automation: Skilled at using AI tools like Claude to automate repetitive tasks, converting multi-day manual survey analysis into 1-2 hour weekly audits. Proven Track Record Top CSAT & Productivity: Achieved an 81.5% satisfaction score across 514+ rated responses and handled up to 1,600 emails in a single month at Fast Growing Trees. AI Audit Process Redesign: Authored team SOPs and built AI pipelines (Claude + VoC tools) to streamline survey analysis for executive leadership. Major Brand Experience: Proven background handling tier-1 email and technical support for global brands including Google, Spotify, Lyft, Uber, DISH TV, and Wargaming. Tools & Software E-Commerce & CRMs: Shopify, HubSpot, GoAffPro, Oberlo, custom CRMs AI & Technical: Claude AI, Figma (App icons & map tracing), GitLab, Google Workspace Communication: Slack, Gmail, Google Drive If you need a reliable support specialist who works efficiently and helps elevate your customer experience, let's connect and discuss your project.