Hire the Best Zendesk Specialists
in Kenya

Ready to improve your customer satisfaction by 30%? With my expertise, I can help turn complaints into loyal customers, saving you thousands in churn costs each year. Let’s make your support a winning advantage! Meet Faith Irungu, a dedicated customer service specialist with over three years of experience. I have expertly managed supporting customers through various channels to improve satisfaction and loyalty. My professional journey has honed my skills in using CRM tools like Salesforce and Zendesk, while consistently achieving a 99.99% CSAT score. I am passionate about resolving issues efficiently to create positive experiences. With hands-on experience in e-commerce support and online store operations, I excel in handling escalations, support tickets, and maintaining high customer satisfaction scores. Your business will benefit from my detail-oriented, reliable support services. Skill Descriptions: 1. Customer Support: Delivering exceptional assistance through multiple communication channels to enhance customer satisfaction. 2. Email Support: Efficiently handling customer inquiries, providing timely and accurate responses via email platforms. 3. Live Chat Support: Engaging customers in real-time to resolve issues and answer questions, ensuring a seamless customer experience. 4. Phone Support: Offering personalized support over calls, resolving inquiries, and maintaining professional communication. 5. Social Media Support: Managing customer interactions on social media platforms, addressing concerns, and strengthening brand reputation. 6. Ticket Management: Streamlining the processing of support requests to maintain response-time targets and organization. 7. CRM Management: Expert use of CRM platforms like Salesforce for managing customer data and interactions effectively. 8. E-commerce Support: Assisting online stores in order tracking, refunds, and maintaining a top-notch service environment. 9. Conflict Resolution: Skilled in resolving issues calmly, professionally, ensuring customer satisfaction even in challenging scenarios. 10. Shopify Support: Providing specialized support for Shopify users, including order management and customer service. 11. Zendesk: Utilizing Zendesk to deliver high-quality support and manage customer communication efficiently. 12. Salesforce: Leveraging Salesforce to track customer interactions and improve service strategies. 13. Gorgias: Implementing Gorgias tools to streamline customer support processes and enhance efficiency. Let’s collaborate to elevate your customer service experience and foster lasting customer relationships. Connect with me to tailor a support strategy that fits your business needs.

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.

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.