Hire the Best Customer Retention Specialists
in the United States

Struggling with slow response times, unhappy customers, or an overwhelmed support queue? That's exactly what I fix. When customers don't get timely, professional support — they leave. And when they leave, your business suffers. I help businesses prevent that by delivering consistent, high-quality customer support across every channel. I'm a Customer Support Specialist with 8+ years of experience in inbound call handling, live chat, email support, and back-office operations — and I bring verified certifications to back it up. 🏅 Zendesk Support Certified | Zendesk Administrator Certified | HubSpot CRM Certified | HubSpot Inbound Certified | HubSpot Customer Service Certified I don't just hold certifications — I apply them daily. From configuring Zendesk workflows and automations to managing HubSpot CRM pipelines, I bring both technical knowledge and real-world experience to every role. What I deliver for your business: ✔ Inbound call & live chat handling with fast, professional responses ✔ Email support with consistent tone and under-24hr reply times ✔ Zendesk & HubSpot management — ticket handling, workflows & reporting ✔ Order tracking, complaint resolution & account management ✔ SLA monitoring and performance tracking from real supervision experience ✔ Complaint escalation handling with calm, solution-first communication ✔ CRM documentation and accurate record keeping for every interaction What makes me different from other support specialists: ✔ I understand support from both sides — as an agent and as a team supervisor ✔ I don't just follow scripts — I think critically to find the best solution for every customer ✔ I treat every customer interaction as a direct reflection of your brand ✔ I bring structured, process-driven support that scales with your business My background also includes operations management and team coaching — meaning I understand what businesses need from a support specialist at every level. Whether you need someone to handle your front-line support or help streamline your entire support operation, I have the experience to deliver. I don't just respond to tickets — I protect your brand with every single customer interaction. Certified. Experienced. Reliable. Available for long-term contracts. Message me and I'll reply within a few hours.

✨ Top Rated Freelancer | 4+ Years Remote Experience I've owned portfolios of 150–250 global SaaS clients, supported customers inside one of fintech's most regulated environments, and run multi-entity financial operations , with a licensed attorney's precision behind all of it. If you need someone who can manage client relationships AND the operational system behind them, that's exactly where I work best. WHAT I DELIVER As Customer Success Manager at Adcash (SaaS), I was the primary point of contact for 150–250 post-implementation accounts, monitoring account health in Salesforce, flagging churn risk and upsell opportunities early, running cadence calls and quarterly business reviews, and acting as the escalation point between clients and Product/Engineering to minimize downtime. At Wise (fintech), I delivered high-volume, multi-channel support (chat, email, phone) while consistently hitting SLAs and compliance scores in a heavily regulated environment, including sensitive fraud-prevention and risk cases. Today I coordinate multi-entity operations for a U.S. company, partnering across finance, vendors, and operations to improve reporting accuracy, streamline workflows, and keep day-to-day business operations running smoothly. I lead a team running up to 10 concurrent OSINT investigations, where structured workflows I built cut turnaround time by 10%. HOW I CAN HELP YOU • Customer Success & Account Management (onboarding → retention → growth) • Churn-risk monitoring, QBRs, and escalation management • CRM setup and management: Salesforce, HubSpot, Zendesk • Operations, process improvement & cross-team coordination • Compliance, documentation & administrative operations • Bilingual client communication (English/Portuguese, conversational Spanish) WHY THE LEGAL BACKGROUND MATTERS I started my career as a licensed attorney in Brazil, and my early Upwork history reflects that: paralegal support, legal research, and legal translation for US firms — all delivered at a 100% Job Success rate. That training is why clients describe me as detail-oriented and accountable. In customer success and operations, precision isn't optional, and I bring a lawyer's standard of it to every account and every process. WHO I WORK BEST WITH Startups and growing companies that need someone to take ownership, solve problems independently, and keep both the client experience and the back office running smoothly, without needing to be managed. Clear communication. Strong execution. Reliable delivery. Let's talk about what you need handled.

Klaviyo and Shopify specialist with 20+ years scaling DTC and marketplace brands. I build the email and SMS programs that turn one-time buyers into repeat revenue, and I do the work myself. The person writing the strategy is the person building the flow and pulling the segment. I have operated at the director level across Shopify Plus, Amazon Seller and Vendor Central, Klaviyo, and Attentive. I do not just know these platforms conceptually. I have lived inside them across verticals, seasons, and revenue stages. If you need senior ownership of ecommerce growth and want someone who can step in with clarity and move fast, that is exactly what I do. SELECTED RESULTS $1M+ in email revenue in a single peak season at a 20.11% conversion rate $5M+ in SMS-driven revenue using Klaviyo and Attentive lifecycle strategy 531% year-over-year growth in high-margin product sales through merchandising and funnel improvements 197% increase in sessions and 27% sales growth after Amazon catalog optimization 97% year-over-year revenue growth in Q1 through email, SEO, and channel strategy 100% ROI on live omnichannel events by closing seasonal brand gaps WHAT I SPECIALIZE IN Retention and Lifecycle Systems Full-funnel email and SMS programs built on Klaviyo and Attentive. Welcome, abandonment, post-purchase, winback, and re-engagement flows with segmentation that turns one-time buyers into repeat customers and repeat customers into your most valuable cohort. Ecommerce and Marketplace Growth Amazon Seller and Vendor Central performance, catalog optimization, A+ Content, SEO-driven listings, and Shopify conversion strategy. I focus on the structural work that compounds: better listings, cleaner catalogs, tighter funnels. Cross-Channel Growth Strategy Alignment across site experience, Amazon, lifecycle marketing, and paid acquisition, informed by GA4, attribution data, and SEO. Strategy that connects channels rather than managing them in isolation. Performance and Prioritization Clear decision-making using conversion rate, CAC, LTV, ROAS, and funnel performance. Reporting that leadership teams can act on, not just review.

Customer sentiment is the new currency in e-commerce. Without strategic social proof, your brand faces sky-high customer acquisition costs (CAC) and severe retention risks. I help Shopify and Amazon brands transform customer trust into measurable revenue, optimizing post-purchase flows, review systems, and UGC to lower CAC, boost conversion rates, and drive customer LTV. Why Work With Me? Your brand’s reputation is its most valuable asset. When you hire me, you leverage a proven track record of data-driven results: -2,500+ Reviews Sourced across Amazon and Shopify. -600+ Reviews Sourced across major retail and review platforms. -100% Compliance: All reviews are procured while remaining strictly cognizant of platform ToS to protect your store from penalties. The Reality Most Store Owners Miss Many e-commerce brands neglect or are unaware of the massive impact that review velocity and recency have on their bottom line. They don't realize that social proof goes hand-in-hand with customer acquisition costs. Fresh, positive sentiment eliminates doubt at checkout, making it seamless for customers to buy your product. A Quick Note on My Project History While my recent contract history reflects "Customer Support," my core responsibilities actually centered on strategic review, procurement, sentiment analysis, and conversion rate optimization. I focus on cultivating a healthy review velocity, staying deeply aligned with platform policies, and continuously eliminating friction points in the post-purchase experience. -Services Offered E-commerce Reputation & Growth: Increasing high-quality review velocity while maintaining strict platform compliance. Post-Purchase Experience Strategy: Turning everyday buyers into passionate brand advocates. Customer Experience Architecture: Designing seamless customer journeys that naturally protect your brand image. Product Ranking & Engagement: Aligning sentiment velocity to boost visibility on e-commerce marketplaces. -Areas of Expertise E-commerce and Retail Review Procurement (Amazon, Shopify, etc.) Retention & De-Escalation Implementation Customer Sentiment & Friction-Point Analysis Medical Device Troubleshooting & Compliance Documentation Logistics & Order Tracking -Tools & CRMs CRMs / Helpdesks: Zendesk, Salesforce, HubSpot, Zoho, ServiceNow Productivity & Automation: Zapier, Google Suite, Microsoft Suite, Slack AI Collaboration: Gemini, Claude The Value I Bring I bring a decade of experience in DTC and B2B client-facing roles. I deeply understand customer psychology—knowing exactly what drives a buyer to make a purchase and, more importantly, the specific triggers that motivate them to become a brand advocate. Having worked in e-commerce operations for several years, I can quickly identify and eliminate the friction points that sour the customer experience. Thanks to a consistent volume of authentic feedback, all of my past clients maintain healthy, excellent standing on both e-commerce marketplaces and major review platforms. Send me a message today so we can discuss how my expertise can help your business scale to success. Thank you for your time and consideration. Gonway S.

I help businesses automate lead management, customer journeys, and CRM operations using AI-powered workflows. With 7+ years of experience across Customer Success, CRM systems, and business operations, I build scalable automations that reduce manual work, improve response times, and create better customer experiences. Whether you're struggling with lead follow-up, onboarding, pipeline management, or customer communication, I can help you design and implement systems that scale. What I can help you with: ✔ CRM Automation & Workflow Design ✔ GoHighLevel, Salesforce & Intercom Automation ✔ Lead Capture & Lead Nurturing Systems ✔ Customer Journey & Lifecycle Automation ✔ AI-Powered Customer Support Workflows ✔ Sales Pipeline Automation ✔ Process Optimization & Operational Efficiency ✔ AI Chatbots & Conversational Automation ✔ CRM Setup, Cleanup & Optimization Tools: GoHighLevel | Salesforce | Intercom | Make | Claude | OpenAI | HubSpot | Zapier | Slack | Notion | ClickUp | Ollama | Kimi | JetBrains If you're looking for a CRM Automation Specialist who understands both customer operations and automation systems, send me a message and let's discuss your project.

I build customer success systems that have driven $5M+ in revenue impact and lifted client retention to 94%+, protecting revenue and reducing churn at any volume. As the owner of my own consulting practice, I understand the operational reality of running a business firsthand, which means I build systems that work within real budget and bandwidth constraints, not theoretical best practices. Proven Results: ➢ $5M+ Total Revenue Impact: Spearheaded client success, account expansion, and retention strategies, engineering a $2M revenue surge at Rhithm and driving 25% revenue growth through strategic portfolio management. ➢ Efficiency at Scale: Designed a 90-day roadmap that enabled 25% top-line growth with near-flat headcount (expanding the team by only one member), while concurrently lifting Net Promoter Score (NPS) by 15%. ➢ Massive Portfolio Retention & Expansion: Revamped enterprise customer models for 165 enterprise clients to accelerate Net Revenue Retention (NRR) from 100% to 110% and elevate client retention to 94%. ➢ Solution Engineering: Partnered with Product and Engineering to design 5 technical solutions that resolved severe product gaps, immediately saving $1M+ in at-risk Annual Recurring Revenue (ARR). Core Competencies: Strategic Leadership: Executive Relations & Partnership Building | GTM Strategy | Coaching & Mentorship Operational Excellence: Process & Workflow Improvement | Change Management | Cross-Functional Alignment | Revenue & Churn Forecasting | Team Building & Leadership | Business Transformation Customer Success & Enablement: NRR Optimization | Customer Experience Optimization | Voice of the Customer (VoC) Integration | Client Attrition Reduction What I specialize in: - Customer onboarding design — structured, documented journeys that reduce time-to-value and lower early churn - Health scoring and churn prevention — early-warning models, risk segmentation, and re-engagement campaigns - CRM setup and hygiene — HubSpot, Zendesk, FreshWorks, Intercom, Airtable; workflow automation and pipeline management - Account management and QBR facilitation — translating usage data into client-facing ROI narratives - Playbook and SOP development — support documentation, escalation paths, and knowledge base builds - AI-assisted support optimization — bot training, knowledge base refinement, resolution rate improvement - Cross-functional alignment — coordinating between CS, Product, Engineering, and coaching teams to resolve client-impacting issues - Team development and performance management — hiring, coaching, and rebuilding CS teams around modern standards Industry experience: SaaS | Coaching & Career Development | Travel & Leisure | K-12 EdTech | HealthTech | NFT / Web3 | IT / Systems Administration Tools and platforms: GoHighLevel | Salesforce | HubSpot | Zendesk | FreshWorks | Intercom | Airtable | Slack | Skool | Zapier | n8n | Notion | Google & Microsoft Suite | AI Support Bots | Claude Code If you need someone to come in, assess what's broken, build what's missing, and get your clients to a place where they're not just staying, they're expanding, let's talk!