Abigail I.

If your support queue is growing faster than your team can manage, your customers are stalling on adoption, or the same issues keep resurfacing and quietly driving churn, that's not a staffing gap. That's a customer experience problem, and it's exactly what I solve. I've spent 7+ years as a Customer Support Specialist, Customer Success partner, and Technical Support resolver for SaaS, AI, Fintech, e-commerce, subscription, and health and wellness companies across the UK, US, and globally, working email, live chat, and phone queues. I don't measure good support by tickets closed. I measure it by how fast a customer finds value, how rarely a problem repeats, and how confidently a team can scale. HOW I HELP BUSINESSES: CUSTOMER SUPPORT & SERVICE ✔ Email, live chat, and phone support ✔ Help desk and ticket queue management ✔ Order, billing, and subscription support ✔ Technical troubleshooting and bug reproduction ✔ SLA management and first response time optimization ✔ Compliance-sensitive case handling: KYB, KYC, payment disputes CUSTOMER SUCCESS ✔ Customer onboarding and implementation ✔ Product adoption and customer education ✔ Retention strategy and churn mitigation ✔ Customer health monitoring and lifecycle management ✔ Renewal support and customer advocacy TECHNICAL SUPPORT ✔ SaaS and platform troubleshooting ✔ API and integration issues ✔ Root cause analysis and engineering escalation ✔ Authentication, login, and billing issues ✔ Incident management OPERATIONS & ENABLEMENT ✔ SOP and knowledge base creation ✔ Help center development ✔ Support workflow optimization and QA reviews ✔ CRM administration and ticket triage ✔ Cross-functional collaboration with Product and Engineering INDUSTRIES I'VE SUPPORTED SaaS, Artificial Intelligence, Fintech, E-commerce, Health & Wellness, Digital Publishing, Subscription Businesses, B2B, B2C RESULTS I'VE DELIVERED ✔ 15,000+ customer issues resolved, CSAT sustained between 95% and 100% ✔ 98.33% QA audit score, the highest recorded on a contracted team ✔ SLA compliance improved from 78% to 90% for a global research infrastructure client ✔ Response time cut 52% for a health and wellness platform ✔ Zero regulatory escalations across every fintech and compliance-sensitive engagement ✔ Built SOPs, help centers, and internal documentation that measurably reduced repeat customer contact TOOLS & PLATFORMS Zendesk, Intercom, Freshdesk, Gorgias, HubSpot, Salesforce, Richpanel, Help Scout, Shopify, WooCommerce, BigCommerce, Stripe, PayPal, Airwallex, Loop Subscriptions, Jira, Slack, Notion, Asana, Smartsheet, ClickUp, NetSuite, Fullstory, Microsoft 365 Whether you need a Customer Support Specialist to own your inbox and queue today, or a Customer Success partner to fix onboarding and cut churn, I bring the structure, the metrics, and the customer-first instinct to make it happen. If that's the kind of support your customers deserve, I'd love to talk.