Jessica U.

Hi! I’m Jessica — a people-loving, data-driven Customer Support Manager and Executive Assistant with 7+ years of experience helping businesses run smoother and serve customers better. I hold an MBA, started my career in customer support, and worked my way up from Tier 1 agent to managing entire support teams across SaaS, nonprofits, and fast-growing startups. I’ve built teams from 1 to 30 people and managed high-level support operations with thousands of customers. My experience covers building SOPs from scratch, developing client knowledge bases, implementing automations, optimizing Zendesk/Freshdesk setups, and keeping teams aligned across multiple time zones. My management style? People first, backed by data. I care about team culture just as much as I care about KPIs—and I’m big on temperature checks, clear communication, and making sure every customer gets a consistent, human experience. Beyond support, I’ve spent years as an Executive Assistant and team lead, supporting CEOs, handling operations, coordinating projects, and keeping everything (and everyone) on track. I’m comfortable wearing multiple hats—recruitment, admin, customer success, content writing, you name it. Tools I use often:Intercom, Zendesk, Asana, ClickUp, Trello, Basecamp, GSuite, Freshbooks, Calendly and pretty much anything you need me to learn. If you want someone who’s organized, proactive, easy to work with, and genuinely invested in people and process—I’m your girl. Excited to meet you and help your team shine.