Hire the Best Zendesk Specialists in Texas

Zendesk administrator and developer with 13+ years building and optimizing support systems. Former Customer Support Manager at Upwork where I led executive escalations, quality improvement, and client support teams — I've been on both sides of these systems, which is why the ones I build actually work for agents and managers alike. My expertise lies in translating existing process documentation into "Zendesk Speak" to design and implement efficient systems prioritizing simplicity. My extensive experience with Zendesk business rules, automations, and APIs allows me to design creative but intuitive solutions that can be managed by your teams after training. In addition to the technical aspects, I bring a deep understanding of customer support content creation, enabling me to create macros and help articles that align with your brand's voice while effectively addressing issues and deflecting unnecessary contacts. With a proven track record of successful Zendesk implementations and a commitment to delivering tailored solutions, I am well-equipped to optimize your customer support operations, streamline workflows, and enhance the overall customer experience - Full Zendesk implementations and optimizations across all products - Support, Voice, Knowledge, Explore, Chat, Messaging, Essential AI and Advanced AI, WFM - API integrations with Salesforce, Zoho, Shopify, and custom platforms - Workflow automation and business rule design - triggers, automations, macros, SLA configuration, queues, webhooks - Custom sidebar app development using the Zendesk Apps Framework (React) - Help Center builds, audits, and AI readiness assessments - Explore dashboards and KPI frameworks

Since 2020, I have worked within the Consumer Success department with Dosh/Cardlytics. This has allowed me to work in collaboration with users and cross-functionally within the organization to ensure customers have the best possible experience with both the product and company. Previous to this, I worked in various roles, all of which had a customer service component. My work history has given me the opportunity to appreciate the experience of the end user / customer in a variety of situations, allowing me to provide a voice to the customer to the rest of the organization, balancing the needs of the customer with the needs of the business. I have been described as patient, quick to learn new processes and tools, enthusiastic, and energetic. I bring a strong background and proficiency in customer service along with the appreciation for business objectives.

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.

Available for full-time engagement Hi there — and thank you for visiting my profile! I’m an Operations-minded Customer Support Manager and CX Operations Manager who specializes in building scalable CX systems, designing workflows, and transforming customer service teams into high-performing, data-driven departments. For 12+ years, I’ve helped eCommerce, SaaS, and B2C brands move from chaos and guesswork to clarity, structure, and operational consistency. I don’t just manage support teams — I architect the entire customer experience operation. What I Bring to Your Organization 🔹 CX Operations Leadership I design workflows, escalation paths, automations, and reporting systems that improve speed, accuracy, and accountability. 🔹 Helpdesk Oversight & Optimization (Zendesk, Gorgias, Zoho, Help Scout) Experienced in helpdesk setup, optimization, and ongoing management. I refine support tools to improve routing, efficiency, and team performance—while collaborating with technical teams for deeper system changes. 🔹 Process & SOP Development Clear, repeatable SOPs for customer service, operations, and cross-functional workflows. 🔹 Training, Onboarding & QA Programs Structured training, knowledge bases, and QA scorecards that keep quality consistent at scale. 🔹 Team Leadership & Scaling Experienced in hiring, onboarding, and managing teams from 4 to 50+ agents — including shift structuring, KPI ownership, and leadership development. What This Means for You A support function that becomes: ✔️ predictable ✔️ scalable ✔️ efficient ✔️ data-driven ✔️ aligned with operations, logistics, and marketing ✔️ and truly customer-centric I lead with clarity, empathy, and consistency, creating teams that stay engaged, confident, and committed. My management style naturally supports high retention because people feel supported, trusted, and set up for success. Whether you're stabilizing your current operations or building a department from the ground up, I bring the steady structure and people-first approach needed to help your CX organization grow with confidence. If you’re looking for someone who can lead Customer Support, optimize CX systems, and build a strong operational foundation — I’d love to talk. ------------------------------------------------------------------------------------------------------------------------ **Featured on Upwork website to represent the customer service category** ** Featured in the "10 Upwork Profile Examples That Will Help You Get Clients" article ** ** Featured on Upwork's LinkedIn, Facebook, and Instagram accounts ** **Featured on Upwork "Upwork Unveils Top 10 Most In-Demand Skills for Technology, Marketing, and Customer Service Independent Talent in 2022"** **Featured on Yahoo Finance - link in LinkedIn profile** **Featured speaker in CXCollective in the Zone - link in LinkedIn profile** **Featured in 11 Upwork Profile Examples for Freelance Beginners**

Struggling with customer tickets, tech questions, billing issues, or messy setups? Let me help take the pressure off so you can focus on growing your business. I'm Yusra Sharjeel, a Customer Support and Technical Help Specialist with over 7 years of experience supporting SaaS, E-commerce, and B2B companies. Whether it's setting up a helpdesk or handling disputes, I bring calm, clarity, and control to your support operations. 💬 Technical Support (Tier 1 & 2) • Experience with SaaS platforms and Blockchain services • Set up and manage support tools: Zendesk, Freshdesk, Intercom, Gorgias • Solve issues, assist new users, and create helpful support articles ✅ MY CORE SKILLS 🛒 E-commerce & Shopify Support • Help with orders, refunds, subscriptions, and disputes • Store tasks like fulfillment, inventory updates, and supplier follow-ups • Tools used: Shopify, WooCommerce, WordPress, PayPal, Stripe, ThriveCart, PayKickstart 💼 CRM Systems & Admin Automation • Skilled in Salesforce, Zendesk, Intercom, Freshdesk, Gorgias, GoHighLevel • Automate tasks using Zapier, Make, Jira, ClickUp, Asana • Build custom workflows, dashboards, and email flows 💳 Billing & Dispute Handling • Handle payment disputes on Stripe, PayPal, Klarna, Airwallex • Manage taxes, invoices, and refund policies • Write clear documents for receipts, policies, and billing processes 🛠 SaaS Guides & Team Docs • Write FAQs, SOPs, and knowledge base content • Document team processes and train new staff 🏅 WHY CLIENTS CHOOSE ME ✔️ 7+ years supporting SaaS and E-commerce businesses ✔️ Full CRM setup and ongoing support ✔️ Fluent in English, highly organized, and dependable ✔️ 99% job success on Upwork ✔️ 75% repeat clients ✔️ Worked with teams at HackerRank, LastPass, Tumblr, ImagineLearning, and others KEYWORDS: Customer Support Expert | Tech Support Specialist | Shopify Help | Zendesk Setup | Freshdesk | Intercom | Gorgias | CRM Automation | Upwork Freelancer | Virtual Assistant | SaaS Support | Blockchain Support | Chat Support | Top Rated Plus

Most leaders see support as a cost center, but with the proper tools, processes, and training your support organization can not only reduce costs but drive customer retention and generate revenue. As a support executive I have built and improved support teams in telecom, cloud/SaaS (AWS), and private start-ups at one point leading a Support organization with a budget of $20M supporting over 80 different products. As a former support agent, I have the technical background to implement solutions myself using Zendesk (3yrs admin experience on Support, Chat, Talk, and Guide) and Salesforce (Service Cloud). My two degrees in Electrical Engineering and even my research in my Sports Nutrition degree provided a backbone of root cause and data analyses, allowing for reporting of metrics (Zendesk Explore, native Salesforce, Domo, Periscope) and analysis (Excel, SPSS) focused on improving customer satisfaction and retention. In all experiences I have taught myself skillsets beneficial to the role including AWS, SQL, and basic CSS and JS for Zendesk Guide. Finally, I have built and led international support teams, easily earning the trust of the support agents, managers, and peers. I look forward to assisting clients who would like to: - Build a multi-tiered customer and/or technical support organization from scratch. - Build or improve Zendesk functionality (E2E admin function). - Create processes and training for support staff to improve KPIs. - Pivot from a customer support/experience function to customer success using data analyses to drive customer retention and revenue generating opportunities. - Improve support KPI and performance reporting coupled with customer revenue and development metrics to highlight strategic opportunities for cross-team collaboration and improvement. - Implement "get to green" initiatives (improving/saving Enterprise customer relationships, outage/escalation communication and resolution).