Bibiano W.

Looking for a technical support partner who doesn't just clear tickets, but actually diagnoses bugs, builds workflow automations, and elevates customer retention? With 13+ years of remote experience working directly alongside founders, bootstrapped startups, and cross-functional SaaS teams, I bridge the gap between frustrated non-technical end-users and engineering teams. Whether you need front-line email/chat triage, detailed bug reproduction, technical documentation, or no-code Zapier pipelines, I bring calm operational steadiness to your queue. ⚡ WHAT I DO BEST: • Technical & SaaS Customer Support: High-volume ticket triage, queue management, de-escalating friction with warmth, and converting recurring questions into saved replies & KB guides. • Bug Reproduction & Escalation: Diagnosing root causes (not just symptoms), creating clear context-rich JIRA tickets for devs, and retaining ownership until the user sees a fix. • No-Code Workflow Automation: Designing, testing, and maintaining multi-app automations using Zapier, REST APIs, Web APIs, Webhooks, and Google Sheets. • Platform & Content Operations: Managing WordPress sites, landing page builders, YouTube updates, newsletters (Kit/ConvertKit, Mailchimp) • AI Evaluation & QA Testing: Red-teaming, prompt verification, A/B output comparative testing (3Hs: Helpfulness, Honesty, Harmlessness), and new release regression testing. 🛠 CORE TECH STACK: • Help Desk & Ticketing: Help Scout, Zendesk, JIRA, Trello, Slack • Automation & Web: Zapier, REST APIs, Web APIs, Webhooks, WordPress, GoDaddy, Namecheap, HTML/CSS • Analytics & Media: Google Analytics, Google Search Console, Canva, YouTube, Kit (ConvertKit) • AI Tools: Claude, ChatGPT, Gemini 🌟 WHY FOUNDERS & TEAMS PREFER WORKING WITH ME: • Zero-Micro-Management: Self-taught, highly resourceful, and default to action. You won't have to hand-hold me through tools or processes. • Root-Cause Problem Solver: I don't just clear tickets - I find out why users are stuck, document the bug, and propose product or process improvements. • Fluent & Empathetic Communication: Native-level written English with exceptional tone control, ensuring your customers feel heard and valued. Ready to streamline your support queue and reclaim your time? Send me an invite or message, and let's discuss how I can support your team!