Josemari C.

I help SaaS, e-commerce, and technology businesses provide reliable customer support, manage customer relationships, and improve the processes behind their support operations. I have 10+ years of experience across customer support, client management, customer success, and remote operations, including long-term work with SaaS, e-commerce, financial services, and AI-related businesses. My experience includes: • Customer Support & Customer Success • Client & Account Management • SaaS and e-commerce support • Complex issue investigation and escalation • Intercom and support/operations platforms • SOPs, documentation, and workflow improvement • Customer feedback and issue analysis • AI-assisted research, support, and operations • Coordination with technical and product teams I'm comfortable handling issues that require more than following a script — understanding the problem, researching the right solution, coordinating with the appropriate teams, and communicating clearly with the customer. I'm also experienced in long-term client relationships where reliability, ownership, and consistent communication matter. If you need an experienced support or CX professional who can take ownership of customer issues while also helping improve the way your support operation works, I'd be happy to discuss how I can help.