Kevin G.

Technical Support Team Lead SaaS Expert & Web Developer

I’m a Technical Support Team Lead with nearly 10 years of experience in SaaS platforms and customer success. My career began as a Web Developer, building and maintaining applications with PHP, JavaScript, jQuery, and APIs, experience that helps me understand systems deeply and solve technical issues efficiently. I’ve grown from support agent to leading a 20‑person team, providing email, chat, and forum support, managing API integrations, configuring Jotform’s AI Agents, and improving workflows across apps like Slack, Google Sheets, Trello, MailChimp, and Salesforce. I combine technical expertise, leadership, and clear communication to help businesses deliver reliable, scalable, and customer‑focused support solutions. Key Skills - Technical Support & Troubleshooting - SaaS Platforms (Jotform, Slack, Trello, Google Sheets, MailChimp, Salesforce) - AI Agent Configuration (Jotform AI Agents - API Integrations & Automation - Workflow Optimization - Data Management & Reporting - CRM Systems (Salesforce, HubSpot) - Quality Assurance & Escalation Management - Team Leadership (20+ agents) - Performance Monitoring & Coaching - Training & Onboarding Programs - Customer Experience (CX) Strategy - English–Spanish Bilingual Support - Web Development (Laravel, PHP, MySQL) - Basic Server Administration