Helmy E.

Customer Support Manager | Intercom & Zendesk Setup | SaaS & E-commerc

Your support inbox is growing faster than your team can handle it. I build the systems that fix that, without hiring more people than you need. I've done this once at scale: joined a SaaS startup as the first support hire, cleared a 2,300-ticket backlog, and built the team to 13 agents with 88% CSAT and zero attrition over eight years, through a full acquisition by EverCommerce. I didn't just manage support. I built the infrastructure that made it run without me in the room. Here's what that looks like in practice: I train Intercom's Fin AI on your actual product so it handles repetitive queries and cuts your manual ticket volume significantly. I build the escalation pipeline between your support team and your developers, using Jira, Linear, or Asana, so bugs stop falling through the cracks. I set up the workflows around Stripe and PayPal that prevent refund disputes and fraud before they reach your inbox. And if you need to hire, I know how to find, onboard, and retain remote agents who actually stay. If your support operation feels held together with duct tape, that's the exact problem I've spent 14 years learning how to solve. I'm available across North American and European time zones. Let's talk about what's breaking down in your setup.