Chidinma N.

Every hour a ticket sits unanswered, a customer drifts a little closer to leaving, and refunds and chargebacks quietly chip away at the margin you worked hard to earn. Great support is what keeps them not just answered but genuinely taken care of, so they stay and become loyal fans. That's what I do. I'm a Customer Support & Success Manager with 6+ years helping e-commerce, DTC, and SaaS brands turn support into a retention and revenue engine, with proven experience across health & wellness, hospitality, and AI-driven businesses too. I bring warmth, clarity, and consistency to every interaction, so your brand scales without ever losing the personal touch. What makes me different? I put your customers first. Their experience is my priority, and I meet them wherever they are, whether by email, live chat, phone, or social, with a friendly, professional response that makes them feel understood. I move fast without cutting corners. Every ticket gets the attention it deserves, prioritised by urgency and escalated to the right people the moment it needs a technical fix, so nothing stalls in the queue. I don't stop at closing tickets. I track CSAT and KPIs, spot patterns in your support data, and turn them into insights you can act on before small issues become churn. What I've accomplished: ✅ 40% faster ticket resolution by streamlining workflows and SLAs ✅ 98% client retention rate through proactive onboarding and account monitoring ✅ 25% fewer chargebacks by resolving payment disputes before they escalated ✅ 30% lower inbound ticket volume by building self-service knowledge bases and FAQs ✅ 15% revenue growth through strategic upselling and cross-selling When you work with me, you can expect: Clear, consistent communication that keeps you in the loop and aligned at every step. Full ownership of the customer lifecycle: onboarding, complex issue resolution, refunds and disputes, clean documentation, and technical escalation. And honest, actionable feedback on what your customers are telling you, so we improve together. I'm fluent in the tools your team already runs on. Zendesk, Gorgias, Intercom, Freshdesk, HubSpot, and Salesforce for support and CRM; Shopify and ShipStation for e-commerce and orders; and Slack, Zoom, Teams, ClickUp, Asana, and Notion to keep operations smooth. So the tech side is covered, and you can focus on growing. Whether you're a founder drowning in your own inbox or a growing team that needs support to scale without chaos, I plug in fast and make your customers feel cared for. Ready to cut response times and keep more of the customers you already have? Click "Hire Me" or send a message, and let's talk about what your support needs right now.