Martin K.

I help SaaS companies and growing businesses deliver reliable customer support, onboard new users, resolve technical problems, and keep daily operations running smoothly. With 30+ years of experience in technology, software implementation, customer service, and business operations, I bring practical, hands-on knowledge to every project. My Upwork history includes more than 2,700 hours worked and $20K+ in earnings. **What I Can Help You With** - **SaaS Customer Success & Support:** Customer inquiries, troubleshooting, technical support, account assistance, issue resolution, and ongoing customer relationships. - **Customer Onboarding & Training:** New-user onboarding, software demonstrations, instructional documentation, product training, and implementation support. - **CRM & Support Platforms:** Experience with HubSpot, Zendesk, Intercom, Zoho CRM, Slack, RingCentral, Aircall, and other customer communication tools. - **Technical & Business Operations:** Software testing, implementation, troubleshooting, administrative support, process improvement, and coordination with internal teams. - **Web & Digital Support:** Website development and maintenance, WordPress, Wix, domain management, social media, and WhatsApp Business. **Relevant Professional Experience** **RideBits:** More than eight years supporting SaaS operations, including customer service, technical troubleshooting, onboarding, software testing, training, mobile application support, and subscription sales. **One Click Contractor:** Provided B2B SaaS and technical support to Lowe's home-remodeling contractors, helping users navigate software and resolve customer and operational issues. **Auction Management Solutions:** Led software and hardware deployments across the United States and Canada, working with major auction companies, including Ritchie Bros. Auctioneers. Responsibilities included technical troubleshooting, system implementation, and client training. **Additional Experience** Created more than 250 instructional, promotional, onboarding, and customer-training videos. Experienced in building websites, managing online business operations, and supporting customers and business owners across multiple industries. **Why Work With Me?** I'm a native English-speaking professional based in Panama, with extensive experience working remotely with U.S. and international businesses. I understand the importance of clear communication, dependable follow-through, independent problem-solving, and treating customers professionally. I'm especially interested in ongoing, part-time remote opportunities where I can become a dependable long-term member of your support or operations team. If your business needs an experienced professional who can step in, learn your systems, and help keep things running smoothly, I'd welcome the opportunity to discuss your needs.