Nina Rica A.

As a SaaS Onboarding Specialist, I help tech startups turn first-time users into long-term, engaged customers through seamless implementation, training, and support systems that scale. With 9+ years of experience in Customer Success, Onboarding, and Support Operations, I’ve helped SaaS, E-commerce and Tech startups streamline their customer journey, from setup to retention. I specialize in: • Designing onboarding flows and customer success playbooks for SaaS platforms • Hosting personalized onboarding and success sessions to boost adoption • Collaborating with Product and Dev teams via Jira to address bugs and feedback • Building efficient support operations using Zendesk, Freshdesk, and automation tools • Creating self-service content, macros, and proactive communication workflows My approach blends process optimization with genuine customer empathy, ensuring that every user not only gets started smoothly but also feels supported every step of the way. Tools I work with: Zendesk · Freshdesk · HubSpot · Jira · Slack · Notion · CRM & ticketing systems Whether your startup needs a hands-on support lead, an onboarding strategist, or a CX partner to scale sustainably, I bring calm structure, data-driven insights, and a customer-first mindset that makes your users feel valued from Day 1. 🧰 Core Expertise Customer Support & CX Tools: Zendesk · Intercom · HelpScout · Freshdesk · Talkdesk · Stripe · RingCentral · Pipedrive · Jira · Confluence Communication Platforms: Slack · Skype · Gmail · Google Hangouts · WhatsApp · Zoom Project Management: Trello · Asana · Basecamp · Notion eCommerce Platforms: Shopify Social Media Management: Facebook · Instagram · LinkedIn · Pinterest · Twitter · Google Business Administrative Tools: Google Workspace (Docs, Sheets, Forms, Drive) · Dropbox