Hire the Best HelpSystems InterMapper Specialists

Customer support that doesn't break when ticket volume goes up. I help SaaS and eCommerce businesses build support operations on Zendesk, HubSpot, Freshdesk, and Help Scout. WHAT I DO ✅ Customer Support Operations I set up and manage email, chat, and ticket queues across Zendesk, HubSpot, Freshdesk, Help Scout, and Gorgias. Ticket views, macros, SLA tracking, escalation logic, and routing rules so your support runs the same way whether you have 10 tickets a day or 500. ✅ Helpdesk & CRM Setup Configuring Zendesk or HubSpot from scratch, or cleaning up what you already have. Correct record structure, tagging, and inbox organization so your team stops wasting time hunting for information. TOOLKIT Support: Zendesk, HubSpot, Freshdesk, Help Scout, Gorgias, Intercom, RingCentral CRM: HubSpot, Zoho PROOF ⭐ 5.0 rating on my first Upwork contract, managing live chat support during a high traffic conference weekend. Client feedback: "Great attitude, smart, and capable. Will hire again." BACKGROUND 16 months as a Customer Service Representative at IBEX Global, multi-channel support across email, chat, and phone at scale. HubSpot certified across Service Hub, Sales Hub, and Inbound. EF SET C2 Proficient in English. INDUSTRIES SaaS, eCommerce, Retail, BPO If your helpdesk is disorganized or your team is buried in manual ticket work, send me a message describing your current setup. I will tell you exactly what I would fix and how.

I help founders and growing teams bring structure, accountability, and execution across business operations, technical support, CRM, customer success, onboarding, reporting, and internal workflows. Growing companies usually don’t struggle because people are not working hard. They struggle because ownership is unclear, systems are fragmented, follow-ups slip, customer issues repeat, and leadership lacks visibility into what is moving, blocked, or at risk. That is where I bring value. With 8+ years of experience working with U.S.-based clients and around 5 years in Director and Lead-level roles, I operate at the intersection of leadership and hands-on execution. I can support founders, manage teams, improve systems, troubleshoot operational and technical issues, coordinate stakeholders, and stay close enough to the work to make sure execution happens. --- What I Can Help With Business Operations & Execution I help turn priorities into clear action, ownership, deadlines, and outcomes. This includes daily operations, internal coordination, task management, vendor/client follow-ups, reporting, documentation, and making sure important work does not fall through the cracks. Technical Support & SaaS Operations I bring hands-on experience in SaaS technical support, troubleshooting, support operations, escalations, and customer-facing issue resolution. I can support Tier 1–3 troubleshooting, CRM/workflow issues, APIs, webhooks, integrations, automations, reporting issues, data matching problems, ticket management, root-cause analysis, and documentation. My focus is not just resolving issues. I look for patterns, document fixes, and improve the process so the same problems do not keep repeating. CRM, Pipeline & Systems Management I help businesses improve visibility, follow-through, reporting accuracy, and operational control across CRM, helpdesk, project management, and support systems. I can help with CRM cleanup, pipeline management, lead tracking, customer/account management, ticketing workflows, reporting accuracy, CRM hygiene, workflow automation, and process improvement. Project, Task & Team Coordination I help teams stay organized across task management systems, communication tools, shared workspaces, spreadsheets, and internal documentation. I do not simply update task boards. I use them to create accountability, surface blockers, track next steps, and keep execution moving. Customer Success, Onboarding & Support Operations I can help with onboarding flows, client communication, support processes, escalation handling, issue tracking, documentation, customer follow-ups, and internal coordination, while also improving the systems behind the work. SOPs, Documentation & Process Improvement I build practical systems that help teams move faster and operate more consistently, including SOPs, playbooks, checklists, troubleshooting guides, escalation workflows, QA processes, training documentation, internal knowledge bases, and reporting structures. Automation & AI Productivity I use automation and AI tools to reduce repetitive work, improve documentation, summarize calls, organize tasks, clean up reporting, and speed up execution. --- Relevant Experience In a SaaS operations role, I worked across customer success, onboarding, technical support, reporting, automations, escalations, and internal coordination. I helped manage customer-facing workflows, troubleshoot technical issues, improve SOPs, support remote teams, resolve bottlenecks, and coordinate with internal departments to keep work moving. In a performance marketing operations role, I supported operations across clients, vendors, media buyers, CRM follow-ups, reporting, campaign execution, and internal coordination. This strengthened my ability to manage competing priorities, protect delivery timelines, and give leadership visibility into what was on track, blocked, or at risk. --- What You Can Expect I take ownership from day one. I am not the type of person who waits for perfect instructions or stops when something gets unclear. I work to understand the business goal, define what “done” looks like, ask the right questions, work through blockers, communicate clearly, and drive execution to completion. You can expect senior-level ownership, clear communication, strong follow-through, organized execution, technical troubleshooting ability, CRM and systems management, process improvement, discretion with sensitive information, and comfort working directly with founders and leadership. Clients work with me because I can think like an operator and execute like an owner. If you need someone who can bring structure to your operations, improve CRM and workflows, support customers, handle technical support, coordinate teams, and help leadership stay focused on growth, I would be glad to help.

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

Hi there! I'm Lily, a Customer service professional with over 9 years of successful experience in technical and customer service. Keen to provide a satisfactory level of support and aim to always make the customer happy in each and every interaction. My Skills: • Zendesk • Formstack • Salesforce • Tech Setup (API, SSO, SMTP) • WordPress setting • Webhooks • SaaS Experience • Email Management • ServiceNow • BoldChat • MS Office 365 Work Experiences: Technical Support (YouCanBookMe) IT Technical Helpdesk (Information Technology company) Technical Support Tier 2 (Formstack) Sales Representative (Expedia) Sales Executive (Choice Hotels) Sales Chat Support (Xfinity) Billing and Tech Support (Verizon)

I'm an experienced IT Support Specialist with over 3 years of providing remote technical support to users across multiple industries. I specialize in troubleshooting hardware, software, network, email, VoIP, and account-related issues while delivering excellent customer service. I have experience supporting hotel and corporate environments, handling user onboarding and offboarding, account administration, ticket management, and remote troubleshooting. I'm comfortable working independently, managing multiple priorities, and communicating technical solutions clearly to non-technical users. ➡My technical experience includes: ✅ Help Desk & Technical Support (Email, Chat, Phone) ✅ Remote Desktop Support ✅ Windows 10/11 Troubleshooting ✅ Microsoft 365 & Google Workspace ✅ Active Directory / LDAP User Management ✅ User Onboarding & Offboarding ✅ Password Resets & Access Management ✅ Ticketing Systems (HubSpot, Halo) ✅ VoIP Support (Zoiper, Bria, MicroSIP, Sangoma, ConnexOne) ✅ Gmail & Outlook Support ✅ Slack & Microsoft Teams ✅ Zabbix Monitoring ✅OVHCloud ✅ Remote Hardware & Software Troubleshooting I also have experience supporting hospitality technology platforms, including Opera PMS, Marriott GXP, Lightspeed POS, Alice App, Knowcross, Elimiwait, HMS, and Synergy. I take pride in being dependable, detail-oriented, and focused on resolving issues efficiently while ensuring a positive user experience. If you're looking for a reliable IT support professional who can quickly adapt to your systems and provide excellent remote support, I'd be happy to help.

SaaS Customer Support Specialist | Zendesk & Intercom Expert | Email, Phone, Live Chat & Help Desk Support SaaS customer support is not generic customer service. It requires speed, product understanding, and the ability to solve issues without frustrating users. I’m a SaaS Customer Support Specialist with 5+ years of experience supporting software products using Zendesk and Intercom to deliver fast, accurate, and empathetic technical customer support. If you’re hiring a Zendesk support specialist or Intercom customer support agent who understands SaaS workflows, ticket prioritization, and user experience, you’re in the right place. Why SaaS Companies Hire Me: Because retention starts with support. I help SaaS businesses: ✅ Reduce support response times ✅ Improve customer satisfaction (CSAT) ✅ Handle high-volume Zendesk ticket queues ✅ Deliver consistent Intercom live chat support ✅ Support onboarding, billing, and account issues I don’t just respond to tickets. I protect your product experience. SaaS Customer Support Tasks I Handle: ➠ Zendesk Ticket Management & Automation Efficiently manage high-volume Zendesk support tickets, set up automations, macros, SLAs, and ensure fast first response times for SaaS customers. ➠ Intercom Live Chat & Inbox Support Provide real-time Intercom live chat support and inbox management to resolve SaaS user issues quickly while maintaining a friendly, on-brand tone. ➠ Technical & Non-Technical Issue Resolution Handle both technical support and general SaaS customer inquiries, accurately troubleshooting issues without unnecessary escalations. ➠ User Account, Login & Billing Support Support SaaS users with account setup, login issues, subscription management, and billing questions, reducing churn and support friction. ➠ Bug Reporting & Escalation to Engineering Identify, document, and escalate software bugs clearly to engineering teams using Zendesk or Intercom, improving resolution speed and product stability. ➠ Knowledge Base & Help Center Updates Create and update SaaS knowledge base articles and help center documentation to reduce ticket volume and improve self-service support. ➠ Customer Feedback & Retention Support Collect, analyze, and act on customer feedback to improve SaaS customer experience, retention, and long-term user satisfaction. If you need help with your SaaS customer support, Zendesk, Intercom, or technical support, I’m already trained for it. SaaS Tools & Platforms: • Zendesk • Intercom • HubSpot CRM • Salesforce • Google Workspace • Slack • Trello | Asana I integrate smoothly into existing SaaS support stacks. Proven SaaS Customer Support Results: ✔️ Reduced first response time by 30% using Zendesk ✔️ Improved SaaS customer satisfaction (CSAT) ✔️ Managed high-volume SaaS support queues ✔️ Maintained 95%+ positive customer feedback Your users get faster answers. Your churn drops. Your team scales smoothly. Ideal SaaS Clients: • B2B & B2C SaaS startups • Software companies using Zendesk or Intercom • Subscription-based platforms • Remote-first SaaS teams Let’s Strengthen Your SaaS Customer Support If you need a SaaS Customer Support Specialist who understands Zendesk workflows, Intercom conversations, and SaaS users, invite me to your job or send me a quick message. I respond immediately.