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Hi there, I’m Sarah-Josephine Equere, a customer support and customer success professional with experience supporting global SaaS 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.

Your customers aren't leaving because of your product; they're leaving because no one made them feel supported enough to stay. I make sure they stay. I'm a Customer Success and Support Specialist with hands-on experience across SaaS and e-commerce, the two environments where customer experience directly drives revenue. I work at both ends of the customer journey: setting users up for success from day one through structured onboarding, and protecting that success long-term through proactive account management, retention strategies, and fast, empathetic issue resolution. Across every contract I've taken on Upwork, I've maintained a 5-star rating and 100% Job Success Score, not by doing the minimum, but by treating every customer touchpoint as an opportunity to build loyalty. I've designed onboarding workflows that reduce friction and speed up time-to-value, managed post-sale account health across multiple customer segments, and built feedback systems that flag churn risk before it becomes a cancellation. Whether I'm onboarding a new account or resolving an escalation, my approach is the same: understand the customer's actual goal, not just their surface request, then act on it fast. I communicate proactively, document everything, and flag issues before they become your problem. Clients don't chase me for updates. I bring the updates to them. HubSpot · Gainsight · Salesforce · GoHighLevel. Zendesk · Gorgias · Gladly · Intercom · Shopify · Amazon Seller Central · ShipStation. Brightpearl. If you need someone who can own your customer experience, from first login to long-term renewal, send me an invite. I'm available and ready to start.

Customer Support Specialist | Zendesk, HubSpot & Gorgias Expert | Operations Support | I Turn High-Volume Support Into Satisfied Customers Through Fast, Accurate Resolution I help businesses deliver exceptional customer support without sacrificing quality or speed. At Palmpay FinTech, I managed 500+ monthly customers, achieving 90% first-contact resolution and 95% satisfaction while maintaining 100% CRM accuracy across every customer touchpoint. If your support tickets are piling up, customers are waiting too long for responses, or your team is overwhelmed by repeat inquiries, I solve these exact challenges. What I Deliver: ➜ High-Volume Ticket Management I handle 100+ daily inquiries across live chat, email, and phone support without letting response times slip. I manage complete ticket lifecycles in Zendesk, Freshdesk, and Gorgias from intake to resolution, maintaining SLA compliance and creating efficient macros for common customer support issues. ➜ First-Contact Resolution Excellence I achieve 90% first-contact resolution through systematic troubleshooting and provide complete solutions the first time. At Palmpay, I reduced average resolution time by 20% below the department standard while handling complex FinTech customer support inquiries. ➜ CRM Management & Data Accuracy Every interaction is documented completely in HubSpot CRM with 100% accuracy. I maintain clean customer records, track support metrics, and ensure full visibility into every issue, resolution status, and communication history. ➜ De-escalation & Complaint Resolution I de-escalated 200+ high-tension situations monthly at Palmpay with an 80% satisfaction recovery rate. Angry customers, billing disputes, technical frustrations, shipping delays. I handle complaints calmly, professionally, and resolve them completely. ➜ E-commerce Customer Support (Shopify, Order Management) I handle order tracking, refund processing, returns management, and product questions for e-commerce brands. I respond to "Where is my order?" requests within 2 hours, process exchanges using your policies, and turn frustrated customers into satisfied ones through proactive communication. ➜ Proactive Customer Education & Support Operations I reduced repeat inquiries by 25% at Palmpay by educating customers on product features, security protocols, and self-service tools during every interaction. I document recurring patterns and escalate to product teams with actionable data, contributing to platform improvement and stability increase. ➜ Operations Support & Administrative Assistance Beyond customer support, I provide operational support, including calendar management, email organization, task coordination, meeting scheduling, appointment scheduling, and administrative assistance using Google Workspace, Notion, Asana, and ClickUp to keep operations running smoothly. Proven Results: • 90% first-contact resolution across 500+ monthly FinTech customers • 95% customer satisfaction maintained over 14 months • 25% reduction in repeat inquiries through proactive education • 35% fewer escalations using structured troubleshooting • 80% success in converting frustrated customers to satisfied status • 100% CRM data accuracy for clean records and relationship tracking • 20% faster resolution time compared to the department baseline Tools & Platforms: Zendesk | Freshdesk | Gorgias | HubSpot CRM | Help Scout | Intercom | Kayako | Zoho Desk | Re:amaze | LiveChat | Shopify Admin | Slack | Microsoft Teams | Google Workspace | Jira | Notion | Asana | ClickUp | Trello | Loom | Zapier | Jobber | Open Phone | RingCentral Whom I Work Best With: E-commerce and Shopify brands that are managing high support volumes. SaaS platforms scaling support operations. FinTech companies where compliance accuracy matters. Online course creators and membership platforms. Service businesses want professional customer communication and operations support. I respond to customer support tickets within 10 minutes, document everything completely, maintain SLA compliance, and communicate clearly with both customers and internal teams so that nothing falls through the cracks. Available immediately for part-time or full-time work. I work in your time zone and respond to your messages within 2 hours. Send me a message or invite me to your job. Let's deliver exceptional customer support together.

Customer Support & Customer Success Specialist for SaaS, AI, Tech & E-Commerce | 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 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 help Shopify and SaaS businesses deliver exceptional customer experience while protecting revenue and improving retention. With 4+ years of remote experience, I manage both customer-facing support and backend operations ensuring your customers are satisfied and your store runs smoothly. If you need someone who understands Shopify admin, refunds, chargebacks, CRM systems, and high-volume support environments, I can help. What I Help You Achieve: ✔ Fast, professional support across live chat, email, and phone ✔ Shopify order management (refunds, exchanges, chargebacks) ✔ Product updates, discounts & backend store support ✔ Improved response times and strong CSAT performance ✔ Clean, organized CRM systems with accurate documentation ✔ Fulfillment coordination & issue resolution ✔ Customer retention and upsell support Shopify & eCommerce Expertise: Shopify Admin (orders, products, variants, discounts, reports) Product Upload & Listing Optimization App Installation & Configuration Refunds, Returns & Chargeback Handling Inventory Monitoring Klaviyo Email Support (campaigns & automation assistance) Fulfillment & Logistics Coordination CRM & SaaS Support Tools: Zendesk | Intercom | Microsoft Dynamics 365 | Airtable Google Workspace | Microsoft 365 | ClickUp | Trello | Asana Slack | Zoom | Teams | Mailchimp | Canva | Shopify Inbox I’m proactive, detail-oriented, and comfortable working in fast-paced remote teams where response time, clarity, and customer experience directly impact revenue. If you're looking for a Shopify-focused Customer Experience & Operations Specialist who can support both your customers and your store backend, let’s connect.

If your team is overwhelmed by customer inquiries, experiencing delayed responses, or struggling with disorganised support workflows, I can help. I’m a Customer Support Specialist and Virtual Assistant who helps eCommerce brands, SaaS companies, and service-based businesses deliver fast, organised, and professional customer support across email, live chat, and CRM platforms. My focus is making sure your customers feel supported while keeping your operations running smoothly behind the scenes. Here is how I support businesses: ✔️ Email & Live Chat Support ✔️ Customer Inquiry & Ticket Management ✔️ CRM Management & Customer Tracking ✔️ Inbox Management & Follow-Ups ✔️ Order Tracking, Refunds & Customer Resolutions ✔️ Lead Follow-Up & Appointment Scheduling ✔️ Support Workflow Organisation ✔️ Administrative & Virtual Assistant Support I have worked with tools like Zendesk, Freshdesk, HubSpot, Intercom, Trello, Asana, Monday , and ClickUp to manage customer conversations, organise workflows, and improve response efficiency. Results I have delivered include: • Resolving 100+ customer inquiries weekly • Reducing response time by 25% using structured workflows and templates • Maintaining professional and empathetic support across multiple communication channels • Keeping customer records organised and updated for smoother operations I understand that great customer support is more than answering tickets. It’s about creating a positive experience that builds trust, improves customer retention, and helps businesses grow. Whether you need ongoing customer support, inbox management, CRM organisation, or a reliable virtual assistant to support daily operations, I’m ready to help. Send me a message and tell me how your team currently handles customer support or client communication. I will love to see how I can help your business stay organised, responsive, and customer-focused.