Hire the Best Zendesk Specialists
in Kenya

Hey, I'm Ann✋🏽 Customer Support Specialist with 6+ years of experience resolving high-volume tickets via email, live chat, and phone. I help businesses deliver fast, professional support that keeps customers happy and coming back. I've managed multi-channel queues using Zendesk, HubSpot, and Google Workspace — handling order issues, refunds, billing inquiries, and escalations daily. In my last role, I maintained a 95% CSAT score across ~20 cases a day. A customer named me personally in a 5-star Google review as "an excellent customer service professional." What you get working with me: fast response times, clean documentation, zero hand-holding needed, and a support rep who genuinely cares about your customers. Skills: Email Support · Live Chat · Phone Support · Zendesk · HubSpot · Order Tracking · Ticket Management · Escalation Handling · CRM · Customer Success

Are you losing customers because of slow, unclear, or unresolved support? I fix that. I help SaaS companies retain customers and grow revenue by delivering support that is fast, precise, and leaves customers satisfied enough to stay and spend more. Over the last 5 years, I have supported customers for three international clients, maintaining a 95%+ customer satisfaction score while handling more than 50 customer inquiries daily across email and chat using Zendesk, Freshdesk, Gorgias, and Intercom. My experience includes diagnosing and resolving technical issues while maintaining 98%+ SLA compliance, reproducing and documenting bugs, analyzing application logs, identifying root causes, and applying documented fixes to improve first-contact resolution. I have documented and escalated defects for engineering teams, managed support tickets in intercom, zendesk, freshdesk, Salesforce and Jira with 99%+ accuracy, translated technical issues into clear guidance for customers, conducted screen-sharing sessions to resolve issues without escalation, and maintained knowledge base articles that reduced repetitive inquiries. I consistently maintain a first response time of under 2 hours, a QA score above 98%, and escalate critical defects within 6 hours to help reduce resolution times. Working with me means reliable, timely support that reflects your company's tone and keeps customers informed. I stay on schedule, meet agreed deadlines, and aim to make every customer interaction a positive experience. Send me a message, and we can discuss whether I am the right fit for your team.

I help companies fix, optimize, and scale Zendesk environments so support teams work faster and customers get better service. With 12+ years of hands-on Zendesk experience and 14+ years in systems architecture, I specialize in building clean, scalable support systems using Zendesk, SaaS integrations, and automation workflows. I’ve worked with organizations supporting 100+ agents and thousands of customers, designing automation systems that improve ticket routing, reduce manual work, and deliver measurable operational improvements. What I can help with: • Zendesk setup, optimization, and architecture • Trigger, automation, and workflow design • Zendesk system audits and performance reviews • Integration with Salesforce, Jira, APIs, and AWS • Support operations process improvement • Data and reporting improvements for support teams Example results: ✔ Reduced support task completion time from 2 hours to under 5 minutes through automation ✔ Designed Zendesk architecture supporting 150+ agents and 5,000+ customers ✔ Implemented automation that delivered $1M+ annual operational savings If your Zendesk environment feels messy, slow, or hard to maintain, I can help clean it up and make it scalable.

CUSTOMER SUPPORT AND EXPERIENCE Good Customer Support answers the ticket. Great support owns what happens next. I'm a Customer Support Specialist with 10+ years of experience helping e-commerce and online businesses deliver excellent customer experiences across email, live chat, and social media. I currently provide Ecommerce Customer Support for Ponyback Hats, managing 500+ customer conversations monthly using Gorgias and Shopify. I handle product questions, Order Management, Order Processing, Order Tracking, Shipping Support, Returns, Refunds, Exchanges, Order Fulfillment, Complaints, and Escalations. I don't just answer customer tickets—I take ownership. I investigate issues, coordinate with warehouses, fulfillment teams, shipping partners, and internal teams, communicate proactively with customers, and follow through until every customer issue is resolved. Here’s how I can support your business: • Customer Support & Customer Service • Ecommerce Customer Support • Email Support & Live Chat Support • Online Chat & Social Media Support • Gorgias, Shopify & Zendesk Support • Order Management & Order Processing • Order Tracking & Shipping Support • Returns, Refunds & Exchanges • Ecommerce Order Fulfillment • Complaint Resolution & Escalation Management • Customer Recovery & Retention • Customer Satisfaction & Customer Experience • Customer Feedback Documentation • CRM & Ticket Management • Administrative Support Tools I work with: Gorgias | Shopify | Zendesk | Freshdesk | Loop Returns | ShipHero | Junip | Slack | Google Workspace | Paypal | Click Up | Zapier Beyond frontline support, I bring experience in Customer Support Operations, team leadership, CRM implementation, SOP development, KPI monitoring, workflow optimization, and process improvement. I've implemented Zendesk, trained customer support teams, managed high-volume customer operations, and worked cross-functionally to improve service delivery. If you're looking for a reliable Customer Support Specialist who communicates clearly, learns quickly, works independently, and takes ownership of customer issues from first contact through resolution, I'd be happy to support your team. Let’s create a customer experience that keeps customers satisfied and coming back.

𝟵,𝟱𝟬𝟬+ 𝗵𝗿𝘀 | $𝟳𝟬𝗞+ 𝗲𝗮𝗿𝗻𝗲𝗱 | 𝟵𝟱%+ 𝗖𝗦𝗔𝗧. I help SaaS and eCommerce companies reduce ticket volume, improve response times, and keep customers happy. With experience across Tier 1 / Tier 2 support, Shopify stores, and SaaS platforms, I combine customer service + technical troubleshooting so issues get resolved fast— without endless escalations. 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗳𝗼𝗿 𝗰𝗹𝗶𝗲𝗻𝘁𝘀: • 42% faster response times for a team managing 8,000+ monthly tickets • CSAT improved from 80% to 95%+ and sustained across the full engagement • 31% reduction in repeat tickets through better workflows, onboarding flows, and knowledge base documentation 𝗛𝗲𝗿𝗲'𝘀 𝘄𝗵𝗮𝘁 𝗜 𝗰𝗼𝘃𝗲𝗿: 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 & 𝗛𝗲𝗹𝗽 𝗗𝗲𝘀𝗸 • 𝗟𝗶𝘃𝗲 𝗰𝗵𝗮𝘁, 𝗲𝗺𝗮𝗶𝗹 & 𝗽𝗵𝗼𝗻𝗲 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — Zendesk, Intercom, Gorgias, Freshdesk, Help Scout • 𝗦𝗵𝗼𝗽𝗶𝗳𝘆 𝗼𝗿𝗱𝗲𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — tracking, refunds, returns, exchanges • 𝗧𝗶𝗰𝗸𝗲𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗾𝘂𝗲𝘂𝗲 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗮𝘁𝗶𝗼𝗻 & 𝗦𝗟𝗔 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 • 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗼𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 & 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 — reducing churn through proactive support • 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁 𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻 & 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 • 𝗠𝘂𝗹𝘁𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — social media, SMS, WhatsApp, in-app chat • 𝗖𝗥𝗠 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — HubSpot, Zoho, Salesforce, HighLevel 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 (𝗧𝗶𝗲𝗿 𝟭 & 𝗧𝗶𝗲𝗿 𝟮) • 𝗦𝗮𝗮𝗦 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴 — bug reporting, integrations, configuration fixes • 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁 𝟯𝟲𝟱 & 𝗚𝗼𝗼𝗴𝗹𝗲 𝗪𝗼𝗿𝗸𝘀𝗽𝗮𝗰𝗲 𝗮𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻 — setup, access control, email configuration • 𝗥𝗲𝗺𝗼𝘁𝗲 𝗜𝗧 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 — VPN setup, endpoint security, remote desktop via TeamViewer • 𝗜𝗻𝗰𝗶𝗱𝗲𝗻𝘁 𝗺𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 — root-cause analysis, repeat-issue prevention • 𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 — SOPs, knowledge bases, workflow mapping • 𝗛𝗮𝗿𝗱𝘄𝗮𝗿𝗲 & 𝘀𝗼𝗳𝘁𝘄𝗮𝗿𝗲 𝘁𝗿𝗼𝘂𝗯𝗹𝗲𝘀𝗵𝗼𝗼𝘁𝗶𝗻𝗴 for distributed teams The combination means your customers get resolved, not redirected. 𝗔𝘃𝗮𝗶𝗹𝗮𝗯𝗹𝗲 𝗶𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆. 𝗢𝗽𝗲𝗻 𝘁𝗼 𝗮 𝗽𝗮𝗶𝗱 𝘁𝗿𝗶𝗮𝗹 𝘁𝗮𝘀𝗸.