Hire the Best Talkdesk Specialists

I believe in providing the kind of support that's so good your customers will tell their friends about it--and providing you the tools you need to make this happen. Looking for assistance in getting your help desk, CRM, or sales software configured from A-to-Z? I'm here for you and your business! I have more than 10 years of experience implementing customer service software for projects large and small--including for teams using phone, email, social media platforms, and chat. In addition, I believe customers judge us not on the mistakes we make, but on the type of resolution we provide for them. Often times, how we fix a customer's problem is an opportunity to gain their trust for life. I love digging into an existing implementation and looking for ways your team can be more efficient while still keeping personal touches. I excel at automation and workflow configurations and improvements. I have expertise in all major customer service systems, including Gorgias, Hubspot Service Hub, Freshdesk, Intercom, Zendesk, Front, eDesk, Zoho, Helpscout, WordPress, Podio, Pylon, and more. I also specialize in channels like Slack Connect, LinkedIn messaging, Instagram and Facebook messages, SMS, phone, voice, and more. I am also an expert at sales CRMs, including Pipedrive, HubSpot Sales Hub, Freshsales, Zendesk Sell and Zendesk Sales Suite, Salesmate, and more. Additionally, I have expert-level experience in implementations of Shopify, ShipStation, ReCharge Apps, Bold Subscriptions, ClickUp, Asana, Google Keep, MS Office, QuickBooks, WaveApps, and numerous other cloud-based solutions. I also have substantial expertise in Zoom, Skype, Microsoft Teams, and Slack for any remote team/work consultations. Finally, automation with systems like Zapier and Make are one of my key specialities. They connect anything to everything! If you can dream it, I can build it. Some popular platforms I connect are phone systems like Aircall or Justcall and signing platforms like PandaDoc. One of my key projects has been leading a customer service team for a startup coffee subscription company, which experienced 450% growth in its first year. I also personally provided, for several years, luxury customer service for an independent hotel that, according to TripAdvisor, is one of the "Top 10 rated" properties in its country. One white-glove service I also offer, on a limited basis, is expert-level customer service for high-end clients for short-term events (such as before, during, or after a Kickstarter launch). I also have a separate team of people providing fractional customer service--please ask me about this! No matter your product or service, I will study all documentation you send me to become an expert so that I can provide exemplary, tailored service for your project. I do not shy away from projects that require technical knowledge, either. In addition, I am a native English speaker and a fluent Spanish speaker. Whenever I take on a project, I work to meet and exceed all expectations and requirements, and I always meet or beat a deadline. Let's provide your customers with support they'll rave about to their friends.

When your clients churn, your onboarding stalls, or your CRM is held together with workarounds — those are the problems I've spent 18 years fixing. I work with SaaS companies, fintech platforms, and growing businesses that need someone who can own the full client lifecycle. Onboarding, CRM setup, workflow automation, technical support, retention, renewals, and everything in between. Not as a generalist — as someone who has done all of it deeply, across real companies, for nearly two decades. At Bluroot, I onboard mortgage brokers and financial advisors onto a Zoho CRM-powered platform. I configure integrations, build workflow automations, set up triggers and scheduled actions, and stay with each client until the system actually fits their business. I don't hand over a manual and disappear. I stay until adoption is real. Before that, I spent five years as a Technical Support Analyst and Team Supervisor for Microsoft OneDrive and Office 365 at the enterprise level. I managed escalations, led root cause analysis, wrote KPI reports tracking CSAT and NPS, and implemented process changes that cut resolution time by 20 percent. I know what a broken support system looks like from the inside and I know how to fix it. At Manulife and John Hancock, I managed 150 or more corporate 401(k) plans for US-based clients inside a strict compliance environment. That trained me to handle high-stakes client relationships and sensitive conversations with precision that most customer success roles never require. I've also built and managed communities from scratch for three Web3 projects across Discord, Telegram, Twitter, and Reddit — handling pre-launch campaigns, live minting events, AMA moderation, and post-launch retention. I know how to build trust at scale. What you get when you work with me: clear communication, thorough documentation, consistent follow-through, and someone who treats your clients like they are my own. I've supported clients across six continents. Time zones are not a problem. Accountability is non-negotiable. Quick Facts 18+ years across customer success, technical support, CRM administration, and onboarding Zoho One: CRM, Workflows, WES, BluText, Bookings, Forms, Campaigns, Social Microsoft Office 365 and OneDrive at enterprise level — 5 years Lead generation, outbound prospecting, and appointment setting — B2B and B2C Community management across Web3, SaaS, and brand communities 150+ corporate 401(k) plans managed at Manulife and John Hancock 20% improvement in ticket resolution efficiency — documented result Global client base across six continents and multiple time zones Team supervisor: scheduling, escalations, performance reviews, training Upwork Top Rated | 100% Job Success Rate Certifications: Claude AI , Google Digital Marketing & E-Commerce

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.

Zendesk Customer Support Specialist helping SaaS and eCommerce companies manage ticket queues, maintain SLA compliance, and deliver fast email support and live chat support. As ticket volume grows, maintaining fast response times and SLA performance becomes your biggest operational risk. I help SaaS and eCommerce companies eliminate support backlogs, protect SLA targets, and deliver consistent customer experiences through expert Zendesk management before one bad quarter damages your reputation. With 3+ years of experience, a 100% Job Success Score, and a track record of managing 500+ tickets monthly while maintaining a 95.8% CSAT and 87% First Contact Resolution rate, I don't just handle tickets I build support operations that scale with your growth. **What that means for you:** - Maintain SLA targets even during high-ticket periods. - Organized queues that don't collapse under volume spikes - SLA compliance maintained even during your busiest periods - Customers who feel heard, resolved, and retained **WHAT I DO** I take full ownership of your Zendesk environment from daily ticket management and queue organization to escalation handling, SLA monitoring, and knowledge base maintenance. I integrate into your existing workflows quickly and operate independently from day one, so you spend less time managing support and more time growing your business. I support customers across email, live chat, and help desk platforms while collaborating with internal teams through Slack, Notion, and Loom keeping communication clean and operations organized. **CORE SERVICES** - Zendesk Ticket Management & Queue Optimization - SLA Monitoring & Compliance - Email & Live Chat Support - Escalation Handling & Triage - Knowledge Base Creation & Maintenance - Customer Inquiry Resolution - Help Desk Support - CSAT Tracking & Reporting **PLATFORMS & TOOLS** **Primary: Zendesk (Macros, Views, Triggers, Automations, SLA Policies, Reporting Dashboard) **Help Desk: Gorgias, Freshdesk, Intercom **CRM & Collaboration: HubSpot, Salesforce, Slack, Notion, Loom, Google Workspace, Microsoft Office **WHO I WORK BEST WITH** I work best with: - SaaS companies managing growing support queues - eCommerce brands with high ticket volumes and seasonal spikes - Subscription-based businesses focused on retention and CSAT - Startups building their support function from the ground up - Support managers who need a dependable specialist who can work independently. If your team is stretched thin, response times are slipping, or your CSAT is trending in the wrong direction that's exactly the situation I was built for. **LET'S TALK** If response times are slipping, ticket queues are growing, or customer satisfaction is declining, that's exactly where I can help. Send me your current ticket volume and biggest support challenge, and I'll outline how I can help improve response times and support performance.

⭐ 100% Job Success | Zendesk | Live Chat | Email Support | CRM | Leadership | Conflict Resolution | eCommerce Support | B2C & B2B Are you looking for a Customer Service Leader who delivers more than just answers but builds real customer loyalty, drives retention, and enhances brand reputation? You’ve found her. I’m Imman, a UK-born Customer Service Manager with over 5 years of experience leading international support teams across eCommerce, healthcare, tech, and service-based industries. I help businesses create exceptional customer experiences, boost CSAT/NPS scores, and reduce churn through empathetic, fast, and scalable service operations. What I Offer: 🔹 Customer Support (Voice | Chat | Email) ✔️ Live Chat & Helpdesk (Zendesk, Freshdesk, Gorgias) ✔️ Conflict resolution, escalations & empathy-first support ✔️ Native-level English communication 🔹 CRM & Ticketing System Management ✔️ Zendesk, Salesforce, Intercom, HubSpot ✔️ Ticket routing, tagging, macros, reporting ✔️ QA tracking, SLA compliance, internal documentation 🔹 Virtual Assistance & Admin Support ✔️ Calendar, inbox, & data entry support ✔️ Product listings (eBay, Amazon) ✔️ Research, reporting, presentation creation 🔹 Team Leadership & Training ✔️ SOP creation, onboarding materials, coaching ✔️ Managing remote CS teams for performance & KPIs ✔️ Employee engagement & retention 🔹 CX Strategy & Process Optimization ✔️ CSAT, NPS analysis ✔️ KPI dashboards & customer journey mapping ✔️ Reducing First Response Time (FRT) & Average Handle Time (AHT) ✅ Why Clients Love Working With Me 💬 “Imman has done a great job. Looking forward to hiring her again soon.” 💬 “Skills, availability, quality & communication, top-notch.” 💬 “Excellent work on the trial test.” I’m here to listen, solve problems, and support your customers like they’re my own—because I know your reputation depends on every interaction. ✅ Ready to work together? Let’s build a customer service engine that turns buyers into brand advocates. Send me a message to discuss how I can help your business thrive.

Customer Support Specialist | IT Support for SaaS and Tech Companies | Salesforce + Zendesk + FreshDesk + Gorgias + Intercom | Tickets, Troubleshooting & Technical Issues. I help reduce Churn & Raise CSAT. If your team or SaaS product is drowning in tickets, refunds, and billing questions, I will take over your support so SLAs are met, refunds are handled, and users stay happy. I specialize in customer service and Technical support, where I run structured, ticket-based support that reduces repeat contacts and improves CSAT. Here's why clients hire me: • 100+ tickets per day handled in high-volume environments. • 96%+ CSAT on order, refund, and delivery workflows. • 92% QA score in structured technical support roles. • Proven with Zendesk, FreshDesk, Gorgias, Intercom, and Shopify workflows. Services I offer as a customer support specialist: - Phone, Email & Chat Support (Salesforce, Zendesk, Intercom & Gorgias): Fast, brand-aligned responses that keep CSAT high and reduce escalations. - Order, Refunds & Chargebacks (Shopify): Process cancellations, refunds, and chargebacks with accuracy and clear buyer communication. - Billing & Payment Issue Resolution: Investigate failed payments, apply refunds, and communicate outcomes to reduce disputes. - Tier-1 Technical & Onboarding Support: Walk users step-by-step through setup, connectivity, troubleshooting, and first-use issues to lower churn. - Escalation & SLA Management: Drive tickets to completion, document issues, and hand off bugs with the context of engineering needs. - Knowledge Base & Process Documentation: Create and update help articles to reduce ticket volume and speed onboarding. Customer Support Tools & Platforms I have worked with: - Salesforce - Zendesk - Freshdesk - Gorgias - Intercom - Salesforce - HubSpot - Slack - Google Workspace - Shopify - Notion - Asana - ClickUp - Zoom - 3CX - 8x8 - FreshCaller - RingCentral I work with teams that need reliable, full-time customer support coverage. Here's why you should hire me: I treat customer support as a business function. I stop recurring problems, document root causes, and communicate outcomes clearly. I’m comfortable with high-volume support, sensitive customer cases, and billing disputes. I own issues from first contact to resolution. Availability for customer support roles: - Available for short-term coverage or long-term roles. - Open to full-time, remote, and ongoing support. If you are looking for a customer support specialist for your team, you can count on me to optimize ticket flow, reduce refunds, and protect your brand voice. Send a message or invite me to your job; let's work together.