Jerry G.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

Customer problems don't always end with a support ticket. Sometimes the real issue is a broken workflow, a product defect, unclear documentation, poor handoff between teams, or a process that was never designed properly. That's where I come in. I’m a Customer Success and Operations professional with 6+ years of experience across SaaS, FinTech, technology, and real estate. I work within the ecosystem of customers, products, and internal teams, helping businesses resolve customer issues, improve workflows, document processes, and turn customer feedback into practical product improvements. My experience includes investigating and reproducing customer-reported issues, coordinating with Product and Engineering teams, performing QA/UAT testing, managing escalations, maintaining CRM data, documenting SOPs, and following issues through to resolution. I’m particularly comfortable in SaaS environments where customer support requires more than simply answering questions. I can investigate what happened, understand the underlying product workflow, determine whether an issue is a bug or process problem, document it clearly for technical teams, and keep the customer informed throughout the process. What I can help with Customer Success & Support: Customer onboarding, customer issue investigation, technical support, escalation management, customer communication, account support, customer feedback, retention processes. Customer Operations: CRM management, workflow optimization, process improvement, SOP development, knowledge-base documentation, operational reporting, cross-functional coordination. Product Operations & QA: Bug reproduction, QA/UAT testing, regression testing, product feedback, feature requests, acceptance criteria, release validation, Linear/Jira ticket management. Business Analysis: Requirements gathering, BRDs, PRDs, FRDs, user stories, process mapping, workflow documentation, stakeholder coordination. Tools: Intercom, Zendesk, Salesforce, HubSpot, GoHighLevel, Linear, Jira, ClickUp, Asana, Monday, Trello, Notion, Slack, Confluence, Google Workspace, Microsoft Office. Clients typically bring me in when they need someone who can understand the customer while also understanding the system behind the customer experience. I’m comfortable working independently, collaborating with technical and non-technical teams, and bringing structure to fast-moving environments without creating unnecessary bureaucracy.