Hire the Best SQR Specialists

Every business needs a customer support specialist who doesn't just close tickets, but genuinely improves your customer experience, prevents churn and promotes customer loyalty and these are the attributes I offer. I'm Luchy, a Customer Experience Specialist with 10+ years of remote support experience across SaaS platforms, global payroll and EOR operations, fintech, and e-commerce. I've supported teams across EMEA, APAC, LATAM, and US time zones, managing 70+ interactions daily while keeping CSAT consistently above 95%. What I bring to your business: ✦ End-to-end ticket management with SLA compliance and fast resolution ✦ DSAT recovery; turning unhappy customers into loyal ones ✦ Knowledge base creation and process documentation ✦ Workflow automation that reduced resolution time by 20% at Oyster HR ✦ Bug reporting, product feedback loops, and cross-team collaboration ✦ Team leadership, onboarding, and training Tools I work with daily: ✦ Zendesk ✦ Intercom ✦ Gorgias ✦ Jira ✦ HubSpot ✦ Slack ✦ Google Suite ✦ Notion I'm a great fit if you need: ✦ Ongoing support coverage (Live chat, Email and Social media support) ✦ Customer onboarding and retention support ✦ CRM clean up and inbox management ✦ Knowledge base setup or improvement ✦ Support process design for a growing team I've worked with companies like Remote Technology, Oyster HR, Disputifier, Bolt, Payhippo and Passion io and I bring that same level of professionalism, care, and ownership to every client I partner with on Upwork. Let's talk about how I can help your customers feel heard, helped, and happy and keep them coming back.

Hello! I’m a versatile and experienced Customer Service Professional with over 8 years of experience delivering high-quality support email, chat, and phone (inbound and outbound). Throughout my career, I’ve grown into leadership roles as a Subject Matter Expert (SME) and Team Leader, where I handled complex cases, supported team members, improved processes, and ensured consistent, top-tier service delivery. I also have solid experience as a Guest Experience Manager, managing platforms like Airbnb, Booking VRBO, and similar short-term rental channels. I handle guest communication end-to-end—from inquiries and bookings to issue resolution and reviews ensuring smooth operations and excellent guest satisfaction. I’m highly familiar with Property Management Systems (PMS) for managing listings, reservations, and daily operations efficiently. In addition, I am completing my Medical Office Assistant (MOA) program, which has equipped me to work as a Medical Virtual Assistant. I have hands-on experience in a hospital setting, working with EMR/EHR systems, coordinating patient care, and supporting administrative medical tasks with accuracy and confidentiality. I bring a strong combination of: * 8+ years of customer support experience * Leadership and team management * Short-term rental & guest experience management * Medical administrative and EMR/EHR knowledge I’m highly organized, detail-oriented, and committed to delivering exceptional service in every interaction, whether supporting customers, guests, or patients. Let’s connect and discuss how I can support your business!

𝐇𝐨𝐰 𝐈 𝐬𝐨𝐥𝐯𝐞 𝐲𝐨𝐮𝐫 𝐞𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 & 𝐒𝐚𝐚𝐒 𝐛𝐨𝐭𝐭𝐥𝐞𝐧𝐞𝐜𝐤𝐬: 🟢 eCommerce Operations & Order Management: I handle Shopify, Amazon Seller Central, and multi-channel fulfillment workflows, from WISMO resolution to inventory sync so your backend runs without leaks. 🟢 SaaS Customer Success & Onboarding: I specialize in HubSpot, GoHighLevel, Zendesk, and Intercom to structure CRM data, automate user onboarding, and turn trial users into paying customers. 🟢 Proactive Retention & Dispute Mitigation: I streamline returns, refunds, and chargeback protocols to protect merchant accounts and transform friction into loyalty. 🟢 Scalable Support Systems: Whether it's Freshdesk, Gorgias, or custom help stacks, I maintain SLA compliance and high CSAT through brand-aligned, empathetic communication, across email, chat, and ticket channels. 🟢 Technical Support for SaaS Products: I troubleshoot user-facing issues, document solutions, and bridge the gap between your product team and customers who need fast, clear answers. 𝙔𝙤𝙪 𝙗𝙪𝙞𝙡𝙩 𝙖 𝙜𝙧𝙚𝙖𝙩 𝙥𝙧𝙤𝙙𝙪𝙘𝙩. 𝘿𝙤𝙣'𝙩 𝙡𝙚𝙩 𝙥𝙤𝙨𝙩-𝙥𝙪𝙧𝙘𝙝𝙖𝙨𝙚 𝙛𝙧𝙞𝙘𝙩𝙞𝙤𝙣 𝙠𝙞𝙡𝙡 𝙮𝙤𝙪𝙧 𝙧𝙚𝙥𝙪𝙩𝙖𝙩𝙞𝙤𝙣 🚀 High ticket volume and constant "Where Is My Order" inquiries don't just drain your team, they erode profit margins and customer lifetime value. I help high-growth Shopify brands and B2B SaaS companies transform chaotic support queues into streamlined retention engines that drive repeat revenue. With 3+ years supporting US and European eCommerce stores and SaaS platforms, I bridge the gap between Customer Experience and Backend Operations. I don't just clear tickets, I build the workflows, CRM automations, and onboarding sequences that prevent problems from recurring in the first place. My goal is to organize your operations so they're scalable, allowing you to focus on growth while I ensure your customers whether shoppers or software users are handled with precision, empathy, and speed. 📩 𝗟𝗲𝘁'𝘀 𝗰𝗼𝗻𝗻𝗲𝗰𝘁 𝗮𝗻𝗱 𝗱𝗶𝘀𝗰𝘂𝘀𝘀 𝗵𝗼𝘄 𝗜 𝗰𝗮𝗻 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘆𝗼𝘂𝗿 𝗦𝗵𝗼𝗽𝗶𝗳𝘆 𝘀𝘁𝗼𝗿𝗲, 𝗦𝗮𝗮𝗦 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺, 𝗼𝗿 𝗖𝗥𝗠 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀.

Most support tickets don't fail because of the product. They fail because nobody on the support side actually reads the logs. I do. I'm a Technical Support specialist with a 100% Job Success Score, delivering Customer Support and Customer Service for SaaS and cloud-based platforms across enterprise and mid-market accounts. I handle Tier 2 and Tier 3 escalations, own the full ticket lifecycle, and resolve 90%+ of issues without pushing them back to engineering. What I actually deliver: Diagnose and resolve technical issues across SaaS applications, cloud configurations, and integrations Manage high-volume queues through Zendesk, Freshdesk, and structured Ticketing System workflows with strict SLA adherence Deliver responsive Email Support and Online Chat Support across all customer touchpoints Resolve 90%+ of escalated tickets without engineering involvement Cut MTTR by ~30% through structured root cause analysis and runbook development Maintain 95%+ CSAT using CRM Software to track interactions, flag at-risk accounts, and personalize follow-ups Build internal knowledge bases and documentation that reduce repeat tickets by 25–35% Hands-on across: Support Platforms — Zendesk, Freshdesk, Jira, ticketing systems, escalation workflows, CRM tools SaaS & Cloud — AWS, Azure, cloud security platforms, SaaS application support Support Channels — Email support, live chat, online chat support, customer communication Documentation — Runbooks, SOPs, knowledge base articles, technical documentation I'm the right fit if: You run a B2B SaaS or cloud product and your customer support queue is backing up You need someone who handles Tier 2–3 escalations through a structured ticketing system without constant engineering hand-holding You want a technical support specialist who improves CSAT, reduces ticket volume, and documents everything Send me your product and your biggest support pain point. I'll reply with a triage approach and a 30-day plan to improve your support operations.

Are you looking for a perfect blend of skills, experience, and value? Look no further, because I am the person you need! With over 11 years of diverse work experience, I have built a reputation for delivering professional, efficient, and high-quality customer support to various companies and clients. As an expert in the field of customer service, I have successfully managed multiple teams, providing assistance to customers through phone, chat, and email channels. I am well-versed in utilizing a range of tools, including: Ticketing and Customer Comms Tools: -Zendesk -Freshdesk -Intercom -Hubspot -ReAmaze -Gorgias -Front -Salesforce -Live Chat -AirCall Ordering Tools -Shopify -Shipbob -Shipstation -Chargedesk -Network Solutions CRM -Salesforce -Hubspot -Sophros -Exigo Data Analysis -GoodData -Zendesk Analytics -Amplitude -Looker Project Management: -Google Suite -Slack -Skype -MS Teams -Asana -Confluence -JIRA -SendGrid Fraud and Safety: -Stripe -PayPal -Sift Science I am always eager to learn and adapt to new tools that facilitate efficient work processes. With my quick learning ability, I can swiftly master the tools necessary for any given field. Previously, I have successfully managed customer support teams, trust and safety teams, as well as fraud prevention teams. I am well-versed in various project management styles and adept at applying them to meet the unique needs of clients and teams. I am committed to meeting deadlines without compromising on quality. While I excel as a leader, I also thrive on collaboration, working together with others to achieve shared objectives. I am excited to connect with you, providing exceptional client service and assisting you with any other support you may need!

Customer Support & Operations professional with 20+ years supporting global brands including Airbnb, Zendesk, Amazon, and AT&T. Strong in asynchronous communication, remote team leadership, SaaS troubleshooting, and multi‑channel support. Known for improving workflows, elevating CSAT, and delivering consistent results in distributed environments.