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Behind every support ticket is a person who wants to feel understood. I deliver the empathy, product mastery, and quick thinking that keeps customers loyal. I'm Ify, a Customer Support & Success Specialist with 5+ years of experience across SaaS, eCommerce, Telehealth, Fintech, and Property Management. I embed myself in your brand voice so thoroughly that every interaction feels entirely in-house. I work independently, communicate proactively, and own issues from start to finish, so you can focus on scaling your business. How I Add Value: ✅Omnichannel Support: Fast, empathetic resolution across Email, Live Chat, and Phone. ✅Retention & Growth: Reducing churn by optimizing onboarding and accelerating user time-to-value. ✅Operations & Scale: Building SOPs, macros, and Knowledge Base articles to enable customer self-service. ✅Technical Troubleshooting: Resolving account and technical issues efficiently alongside your product teams. TOOL STACK ✅Help Desk / CRM: Zendesk • Gorgias • Intercom • Freshdesk • HubSpot • Salesforce • Help Scout • Zoho CRM ✅eCommerce & Billing: Shopify • WooCommerce • BigCommerce • Stripe • PayPal • Loop & Seal Subscriptions ✅Operations & Operations: Notion • Asana • Jira • Slack • Google Workspace • Aircall • Dialpad • Kajabi • GoHighLevel CLIENT FEEDBACK: 🛠️ "Ify was an outstanding asset to our Customer Support team." — Alexis Maphis, Head of Customer Support, Confetti 🛠️ "Ify turned frustrated customers into loyal ones. Over the phone, over email, over chat. Every time." — Lecha Kelly, Customer Support Manager, Dynamics Athletics Let’s scale your support operations. Click "Invite to Job" to connect!

Customer Support & Customer Success Specialist for SaaS, AI, Tech & E-Commerce | Email, Phone & Chat Support | Reduce Churn, Resolve Tickets & Keep Users Coming Back. Most SaaS founders don’t lose customers because of a bad product. They lose them because their help desk has no system, no speed, and no specialist managing it. If you are a founder still answering support tickets yourself, this profile is for you. Every unanswered ticket, every confusing onboarding email, every “I couldn’t figure it out” is a cancelled subscription you didn’t have to lose. That’s exactly what I fix. I am a Customer Support, Customer Success & Technical Support Specialist helping SaaS, AI, Tech, and E-Commerce companies improve user retention, reduce churn, and deliver 5 star customer experiences without the founder drowning in support queues. Here’s what working with me looks like: ◆ Help Desk & Ticket Management — clear, empathetic responses that resolve issues the first time, not after 3 follow ups, while keeping response time and CSAT targets on track. ◆ Onboarding & User Retention — I walk new users through your product so they activate, engage, and stick around instead of churning in the first 30 days. ◆ Technical Support & Troubleshooting — I handle complex support issues, manage escalations properly, and make sure no ticket falls through the cracks. ◆ Knowledge Base & Documentation — SOPs, knowledge base articles, FAQs, and help desk documentation that cut ticket volume and reduce recurring questions. What I work with: Zendesk | Freshdesk | Intercom | HubSpot | Gorgias | Zoho | Salesforce | Google Workspace | CRM Systems | Live Chat | Email Support | Chat Support | Ticketing Systems | Live chat software | online chat support | Live agent | Product knowledge This is the right fit if you are: ◆ A SaaS, AI, Tech, or E-Commerce business scaling your support function. ◆An Operations or Customer Success leads who need a reliable specialist, not a coordinator. ◆A team that measures success in retention rates, CSAT scores, and churn metrics not just ticket counts. I don’t just answer tickets. I build the support infrastructure that keeps your customers and your revenue intact. If that is what you are looking for, let’s schedule a conversation.

I ensure that every interaction with a customer leaves them feeling heard, respected and confident in your brand and, business. Whether it is answering a simple question, resolving a complex issue or calming an unhappy customer. With more than 12 years of Customer support experience, I help Saas, Ecommerce and tech companies deliver excellent Customer service through Email and Live chat support. As a Customer support representative managing high-volume tickets (500+ monthly) across Zendesk, Intercom, Gorgias, and Freshdesk, I’ve maintained a 95% CSAT rating through strong communication skills, deep product knowledge, and a calm, solutions-focused approach. I thrive in fast paced environments as a live chat and Email support expert with deep product knowledge and ability to deliver fast responss while maintaining high Customer satisfaction. I provide: ✅ Expert customer service via email and live chat ✅ Clear, professional, and empathetic communication ✅ Strong English proficiency for polished, brand-aligned messaging ✅ Effective product knowledge sharing that empowers customers ✅ Process improvement through documentation, macros, and feedback tracking If you’re looking for a Customer support representative who treats your customers like their own and communicates with clarity, warmth, and precision , I’m here to help your business build lasting customer relationships.

Customer Support Specialist for SaaS & Fintech | E-Commerce | CRM | Email Support | Live Chat | Ticket Management | Freshdesk, Zendesk, HubSpot, Intercom When customers submit a ticket, send an email, or open live chat, they expect a fast, clear response, not delays, missed follow-ups, or incomplete answers. I help SaaS, Fintech & E-Commerce teams keep their support operations organized, responsive, and reliable every day. I provide daily customer support coverage, managing shared inboxes, responding to customer emails and live chats, handling ticket queues, and maintaining accurate CRM records so every request is tracked, resolved, and documented properly. As an award-winning Customer Support expert, I’m experienced in high-volume, high-accuracy environments where response time, confidentiality, and precise documentation are essential. How I Support SaaS, Fintech & E-Commerce Teams as a Customer Support Expert: ◆ Responding to customer emails, support tickets, and live chat inquiries ◆ Managing shared inboxes and helpdesk queues to keep response times within SLA ◆ Logging interactions and updating CRM and customer records ◆ Handling account inquiries, onboarding questions, and general product support ◆ Escalating technical or billing issues to the appropriate teams ◆ Tracking unresolved issues and sending follow-ups until resolution ◆ Maintaining organized internal notes and documentation for support teams ◆ Communicating with internal teams via Slack or project management tools Helpdesk, CRM & Collaboration Tools I Work With: Zendesk Freshdesk Intercom Crisp Shopify HubSpot Gmail and Outlook Google Workspace Slack Zoom Trello, Asana, ClickUp, and Notion Zapier What You Can Expect: ✔ Fast, professional responses that match your brand voice ✔ Organized ticket queues and clear internal documentation ✔ Consistent follow-ups so customers are never left waiting ✔ Reliable daily support coverage and communication ✔ Careful handling of customer data and sensitive information Availability: Full-time support; Monday-Saturday EST / CST / PST business hours. I'm available to start immediately. If you need someone to handle customer emails, manage ticket queues, respond to live chat, and keep your support workflow organized, I’m available to support your team. Send me a message or invite me to your job and let me know: ▶Which helpdesk platform you use ▶Your average daily ticket volume ▶The hours you need coverage I respond immediately.

I'm a Customer Support Specialist and onboarding specialist with 4 years of helping SaaS, eCommerce, Education, and Real Estate businesses deliver exceptional customer support, client onboarding, customer success, appointment setting, and CRM management. As an onboarding specialist and customer support specialist, I support businesses through every stage of the customer journey from responding to customer inquiries and qualifying leads to onboarding new clients, increasing sales, managing customer relationships, and providing ongoing support that improves customer satisfaction and retention through email, chat and phone support. Your customers deserve more than quick replies even if it's phone calls, livechat, or email support . Every interaction should build trust, strengthen loyalty, and leave them with confidence that they chose the right business. I don't simply respond to messages or complete administrative tasks. I take ownership. Here's how I can support your business: ✅ Customer Support Specialist (Email, Live Chat & Phone) ✅ Client Onboarding & Customer Success ✅ CRM Management, & Pipeline Maintenance ✅ Appointment Setting, Sales Support & Lead Qualification ✅ Virtual Executive & Administrative Support ✅ Outbound and Inbound Call Handling ✅ Order Processing, Refund Handling & Customer Follow-ups ✅ SOP Creation & knowledge Base Documentation ✅ Excel / Spreadsheet Management & Data Analysis ✅ Calendar & Inbox Management ✅ Project Coordination, Data Entry & Research Over the years, I've consistently maintained a 95%+ Customer Satisfaction (CSAT) while meeting Service Level Agreement (SLAs), First Response Time (FRT), Average Handle Time (AHT), and Ticket Resolution targets through proactive communication, empathy, and problem-solving. I'm comfortable stepping into fast-paced environments and becoming an extension of your team rather than someone who simply waits for instructions. What You'll Gain Working With Me ✔ Customers who feel heard, valued and supported ✔ Prompt communication that reflects your brand professionally ✔ Consistent appointment setting and follow-ups so leads don't slip through the cracks and your calendar stays full. ✔ A smoother client onboarding experience that reduces client drop-off and increases customer success ✔ 10 - 15+ hours reclaimed every week on Administrative tasks and customer support ✔ Creating and improving SOPs and Knowledge Base Documentation for repeatable support processes I understand that every unanswered message, missed follow-up, delayed client onboarding, or poor customer interaction can cost a business trust, referrals, and future revenue. That's why I approach every customer conversation as an opportunity to strengthen your brand, not just resolve an issue. Platforms & Tools I've Worked With: CRM & Customer Support : HubSpot, Salesforce, Zendesk, Freshdesk, Intercom, GoHighLevel, Zoho CRM Operations : ClickUp, Trello, Asana, Notion, Google Workspace, Microsoft Excel Communication : Zoom, Slack Scheduling : Calendly, Acuity, Google Calendar E-commerce : Shopify , Gorgias AI : ChatGPT , Claude,Gemini Whether you need an Onboarding Specialist to reduce client drop-off, an Appointment Setting expert to keep your calendar full, or a Customer Support Specialist handling live chat, email support, and phone calls to be the voice your customers trust every day, I'd love to learn more about your business and show you what it feels like when everything is handled with genuine care." 𝐒𝐞𝐧𝐝 𝐦𝐞 𝐚 𝐝𝐢𝐫𝐞𝐜𝐭 𝐦𝐞𝐬𝐬𝐚𝐠𝐞 𝐨𝐫 𝐢𝐧𝐯𝐢𝐭𝐞 𝐦𝐞 𝐭𝐨 𝐲𝐨𝐮𝐫 𝐣𝐨𝐛 𝐩𝐨𝐬𝐭 to discuss how I can help your business create exceptional customer experiences and contribute to your teams success.

𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭 | 𝐒𝐡𝐨𝐩𝐢𝐟𝐲, 𝐙𝐞𝐧𝐝𝐞𝐬𝐤, 𝐂𝐑𝐌 & 𝐕𝐢𝐫𝐭𝐮𝐚𝐥 𝐀𝐬𝐬𝐢𝐬𝐭𝐚𝐧𝐭 "𝑨 𝒈𝒆𝒏𝒕𝒍𝒆 𝒂𝒏𝒔𝒘𝒆𝒓 𝒕𝒖𝒓𝒏𝒔 𝒂𝒘𝒂𝒚 𝒘𝒓𝒂𝒕𝒉." This mindset shapes every customer interaction I have. I believe that empathy, patience, and clear communication can turn challenging conversations into opportunities to build trust and strengthen customer loyalty. and protect your brand's reputation. Whether it's resolving order issues, processing refunds, managing disputes, or answering products questions, I represent your business with the same care and professionalism I would my own. 𝑯𝒆𝒓𝒆'𝒔 𝒉𝒐𝒘 𝑰 𝒉𝒆𝒍𝒑 𝒃𝒖𝒔𝒊𝒏𝒆𝒔𝒔𝒆𝒔 𝒔𝒖𝒄𝒄𝒆𝒆𝒅: *Deliver prompt, empathetic email and live chat support *Resolve customer concerns efficiently while maintaining a positive brand experience *Manage Shopify orders, returns, refunds, exchanges, and shipping inquiries *Handle chargebacks and payment disputes with well-prepared documentation *Maintain accurate CRM records and organize customer data *Collaborate with teams to improve workflows and customer satisfaction 𝑻𝒐𝒐𝒍𝒔 𝑰'𝒎 𝒑𝒓𝒐𝒇𝒊𝒄𝒊𝒆𝒏𝒕 𝒘𝒊𝒕𝒉: Shopify, Zendesk, Gorgias, Freshdesk, HubSpot CRM, PayPal, Stripe, Klarna, Re:amaze, Google workspace, Slack 𝑹𝒆𝒔𝒖𝒍𝒕𝒔 & 𝑽𝒂𝒍𝒖𝒆 𝑰 𝒅𝒆𝒍𝒊𝒗𝒆𝒓: *Resolved 80+ customer interactions daily across email and live chat while maintaining professionalism and accuracy. *Maintained a 95% first-response compliance rate by responding promptly and following established SLAs. *Successfully managed 100+ chargeback and dispute cases, preparing clear documentation and evidence to maximize resolution outcomes. *Processed refunds, returns, and order modifications with 99% accuracy, reducing processing errors and improving customer satisfaction. *Supported Shopify customers with order tracking, payment inquiries, account assistance, and product-related questions, ensuring timely issue resolution. *Maintained detailed CRM records and customer documentation, contributing to efficient team collaboration and seamless follow-ups. *Consistently recognized for calm communication, problem-solving, and the ability to de-escalate difficult customer situations. My goal is to become a dependable extension of your team, helping you save time, strengthen customer relationships, grow your business through exceptional service. If you're looking for a Customer Support Specialist who communicates with empathy, solves problems efficiently, and treat your customers like your most valuable asset, because they are, I'd love to help. Click "Invite to job" or send me a message. Let's build an outstanding customer experience together.