Hire the Best Customer Experience Specialists
in Nigeria

Customers don't leave because your product isn't good. They leave when onboarding feels confusing, support becomes frustrating, product value isn't realized quickly, or no one notices they're slipping away. That's where I come in. I help SaaS, HealthTech, and eCommerce companies build customer experiences that increase product adoption, strengthen customer relationships, and improve retention. Whether it's onboarding new customers, managing customer health, resolving complex support issues, optimizing CRM workflows, or improving day-to-day support operations, my focus is always the same: helping your customers succeed so your business grows. Over the past 6+ years, I've worked across Customer Success and Customer Support, partnering with fast-growing teams to create smoother customer journeys, reduce operational friction, and deliver consistent, high-quality experiences at every stage of the customer lifecycle. Here's how I help: ✔Customer Onboarding & Product Adoption— Design onboarding experiences that help customers reach value faster, build confidence early, and increase long-term engagement. ✔Customer Success & Customer Health — Monitor customer engagement, conduct proactive check-ins, identify churn risks early, and create success plans that improve retention and renewals. ✔Customer Support Operations— Deliver responsive email, live chat, and ticket support through Zendesk, HubSpot, Gorgias, Intercom, and Gladly while maintaining high customer satisfaction and fast resolution times. ✔CRM Management & Process Optimization— Maintain clean, reliable customer data, optimize HubSpot and Salesforce workflows, automate repetitive tasks, and ensure your CRM supports better decision-making instead of slowing your team down. ✔Technical Support & Cross-Functional Collaboration— Troubleshoot complex issues, coordinate with product and engineering teams, manage escalations, and keep customers informed until every issue is resolved. ✔eCommerce Customer Experience — Support Shopify and Amazon Seller Central operations, improve order and customer workflows, and streamline repetitive processes using Google Sheets, Excel, Google Apps Script, Zapier, and workflow automation. Clients value working with me because I don't wait for customers to become frustrated before taking action. I stay proactive, communicate clearly, improve the systems behind the customer experience, and help teams create scalable processes that support long-term growth, not just faster ticket resolution. If you're looking for a Customer Success Manager who can strengthen onboarding, improve customer health, optimize CRM operations, enhance support processes, and build customer experiences that drive retention and long-term loyalty, let's connect. Click Invite or send me a direct message now.

Great customer support doesn't just solve tickets. It protects revenue, strengthens customer loyalty, and creates the kind of experience that keeps customers coming back. If your customers are struggling to adopt your product, your support queue is growing faster than your team can manage, or recurring issues are driving frustration and churn, you're dealing with more than a support problem. You're dealing with a customer experience challenge. That's where I can help. I'm a Customer Success and Technical Support professional with 7+ years of experience supporting SaaS, AI, FinTech, eCommerce, subscription, and technology companies across North America, Europe, and globally. Throughout my career, I've partnered with startups, scale-ups, and established businesses to improve customer onboarding, resolve complex technical issues, reduce churn, optimize support operations, and build stronger customer relationships. I don't believe great support is measured by how many tickets are closed. I believe it's measured by how effectively customers achieve their goals, how quickly they find value in your product, and how confidently your team can scale as your business grows. Here's how I help businesses: 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑺𝒖𝒄𝒄𝒆𝒔𝒔 ✔ Customer onboarding and implementation ✔ Product adoption and customer education ✔ Customer retention and churn mitigation ✔ Subscription management ✔ Customer lifecycle management ✔ Customer health monitoring ✔ Customer advocacy ✔ Renewal support 𝑻𝒆𝒄𝒉𝒏𝒊𝒄𝒂𝒍 𝑺𝒖𝒑𝒑𝒐𝒓𝒕 ✔ SaaS troubleshooting ✔ Product support ✔ Technical investigations ✔ Authentication and login issues ✔ Billing and subscription support ✔ Bug reproduction and escalation ✔ Root cause analysis ✔ API and integration troubleshooting ✔ Incident management ✔ Cross-functional collaboration with Product and Engineering 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑶𝒑𝒆𝒓𝒂𝒕𝒊𝒐𝒏𝒔 ✔ SOP creation ✔ Help Center development ✔ Knowledge Base creation ✔ Support workflow optimization ✔ QA reviews ✔ CRM administration ✔ Ticket triage ✔ Process documentation ✔ Internal team enablement 𝑰𝒏𝒅𝒖𝒔𝒕𝒓𝒊𝒆𝒔 𝑰'𝒗𝒆 𝑺𝒖𝒑𝒑𝒐𝒓𝒕𝒆𝒅 • SaaS • Artificial Intelligence • FinTech • eCommerce • Health & Wellness • Digital Publishing • Subscription Businesses • B2B • B2C 𝑹𝒆𝒔𝒖𝒍𝒕𝒔 𝑰'𝒗𝒆 𝑫𝒆𝒍𝒊𝒗𝒆𝒓𝒆𝒅 ✔ Maintained 95–100% CSAT across multiple engagements ✔ Achieved a 98.33% QA audit score ✔ Supported high-volume customer environments across email, chat, CRM, and community platforms ✔ Reduced subscription cancellations through proactive retention strategies ✔ Improved onboarding experiences and customer adoption ✔ Built SOPs, Help Centers, and internal documentation that improved team efficiency ✔ Partnered with Product and Engineering teams to investigate recurring issues and improve customer experience 𝑷𝒍𝒂𝒕𝒇𝒐𝒓𝒎𝒔 & 𝑻𝒐𝒐𝒍𝒔 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 someone to own customer conversations, resolve complex technical issues, improve onboarding, reduce churn, or strengthen your customer operations, I bring the experience, structure, and customer-first mindset to help your team succeed. If you're looking for someone who thinks beyond ticket resolution and genuinely cares about improving your customers' experience, I'd love to discuss how I can contribute to your team.

Hi there, I’m Sarah-Josephine Equere, a CX professional with experience supporting global SaaS, e-commerce and fintech platforms across high-volume, high-stakes environments. I specialize in building support systems that reduce friction for customers, improve response quality, and help teams scale without losing empathy or efficiency. I’ve worked in fast-paced, remote-first companies where customer experience is tightly linked to retention, revenue, and compliance. My background spans frontline support, enablement, process documentation, and cross-functional collaboration with product, engineering, and operations teams. If you’re looking for someone who understands both the customer’s pain points and the internal mechanics required to resolve them, I bring that balance. What I Help Businesses With 1️⃣ Customer Support Operations I support customers across chat, email, and ticketing systems, handling complex, time-sensitive issues while maintaining clarity, professionalism, and empathy. Focus areas include: - Tier 1–2 customer support - Escalation handling and root-cause analysis - SLA adherence and quality assurance - Knowledge base usage and improvement Tools & Platforms: Zendesk, Intercom, Freshdesk, Jira, Slack, Notion 2️⃣ Customer Success & Retention I work closely with customers post-onboarding to ensure adoption, reduce churn, and increase long-term value. My approach is proactive, structured, and data-informed. Experience includes: - Customer onboarding and education - Account health monitoring - Usage-based follow-ups - Feedback collection and insight sharing with product teams 3️⃣ Support Enablement & Process Improvement I help teams operate better by improving how support work is documented, taught, and scaled. Key contributions: - Creating SOPs, internal playbooks, and macros - Improving response templates and tone consistency - Supporting new-hire ramp-up and mentoring - Identifying workflow gaps and recommending fixes 4️⃣ SaaS & Fintech Experience I’ve supported products operating across different regions, time zones, and regulatory environments, including payroll, payments, and financial tools. This has sharpened my attention to detail, data accuracy, and compliance-sensitive communication. Tools & Skills Snapshot Support & CX: Zendesk, Intercom, Freshdesk Collaboration: Slack, Notion, Confluence Issue Tracking: Jira, Linear Documentation: SOPs, knowledge bases, internal wikis Strengths: Clear communication, organization, escalation handling, customer empathy, process thinking What Clients Appreciate About Working With Me - I communicate clearly and consistently - I take ownership of issues from start to resolution - I understand when speed matters and when accuracy matters more - I represent your brand professionally with customers If you need reliable customer support, customer success assistance, or help improving how your support operation runs day-to-day, I’m happy to discuss how I can help.

Overwhelmed with customer emails, Shopify orders, and support tickets? I help e-commerce and SaaS businesses deliver fast, empathetic customer support that keeps customers happy and coming back. 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!

7+ years, 22,000+ hours, and a strong track record across e-commerce and SaaS support. I've supported companies both B2B and B2C, from health and fashion to skincare, mobility, and tech. Different industries, same core truth: customer support is the spine of any thriving business. A customer's experience after they buy decides whether they ever come back, so I don't just close tickets, I turn frustrated or one-time customers into happy, returning ones. I work from a system for this, because retention is where the real growth is. Day to day, that spans front-line email and chat support, managing help desks, onboarding new clients, and building the SOPs and macros a support team runs on. Difficult customers don't rattle me, and I'm just as comfortable calming someone down as I am walking them through a fix. What clients tend to say: warm with customers, quick to learn a new product, calm under pressure, and genuinely reliable. I treat your customers like they're my own. Tools I work in: Zendesk, Helpscout, Intercom, Front, Freshdesk, Gorgias, Salesforce, Notion, Jira, Slack, Shopify, Stripe, Chargify, Retool, Airtable, Amazon Seller Central, LinnWorks, Magento, and more. Whether you need dependable email and chat coverage or someone who can handle technical issues and onboarding, tell me what you're working on and I'll show you how I can help.

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.