Jon R.

SaaS Support Operations Specialist | Zendesk | Technical Support

Senior Customer Support & Customer Success Specialist Are you looking for someone who can do more than just answer customer tickets? I help SaaS, app, and subscription-based businesses deliver reliable customer support, handle complex issues, improve support processes, and protect the customer experience. With 6+ years of experience in customer support and customer success, I have worked with global customers and digital products, handling everything from day-to-day support to complex escalations, billing issues, disputes, chargebacks, customer feedback, and team training. My experience includes: Customer support via email, chat, and ticketing systems SaaS and mobile application support Technical troubleshooting and account-related issues Subscription, billing, cancellation, and refund support Stripe and PayPal support PayPal disputes, chargebacks, and pre-chargeback cases Escalation management and coordination with Product and Engineering teams Zendesk ticket management and support workflows Customer Success and retention support Trustpilot, BBB, Reddit, App Store, Google Play, and social media review management CSAT analysis and customer feedback reporting Training and onboarding Customer Support Specialists Support process improvement and workflow documentation Tools & Platforms Zendesk | Stripe | PayPal | Firebase | WordPress | Checkout | ActiveCampaign | Klaviyo | Adalo | Miro I am particularly experienced in fast-paced startup environments where customer support teams need someone who can take ownership, handle difficult cases independently, and identify issues before they become bigger problems. If you need a reliable Customer Support or Customer Success professional who can handle both routine tickets and complex customer situations, I would be happy to help.