Hire the Best Zendesk Specialists
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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.

✅ Proven expertise with 7 years of experience in customer and technical support with precision. ✅ Hands-on experience using customer support and project management software and applications. ✅ Exceptional communication skills and the ability to work independently or collaboratively. ✅ A proactive and dedicated support and technical partner invested in your success. ✅ AI Prompt Engineer Are you overwhelmed and in need of assistance? It might be challenging to find the proper Customer Support Specialist, Technical Support Specialist or Virtual Assistant. I am a proactive learner with a broad knowledge required for customer and technical support. I specialize in providing tailored solution to help support your business achieve efficiency and growth. Here is how I can help: ✔Customer Service / Support (Inbound /Outbound Customer support calls) ✔ Technical Support ✔Virtual Assistant ✔ Business Process Automation ✔ Project Management and Team Coordination ✔Calendar Management / Appointment Setting - Calendly ✔Manual Typing / Data Entry ✔Superior attention to details, deadlines, and accuracy of work ✔Voice talent/over Artist ✔Multitasking / Time Batching ✔Other Administrative Support tasks… Some Technical Proficiencies: ✔Google Suite, Microsoft Office ✔CRM / project management tools - Hubspot, Zendesk, Asana, Slack, Hubstaff, Gohigh level (GHL), Calltools, Trello, Zoiper, Salesmate, Pipedrive, Monday.com, Airtable, DocuSign, Resimpli, Green Rope, Zapier, ZOHODESK Whether you are a busy entrepreneur or a start-up business, I am here to handle the details so you can focus on the bigger picture. Let us discuss how I can add value to your projects. I am available to work part-time or full-time, depending on your needs. I am flexible with time zones and deadlines.

SERVICES I PROVIDE: CUSTOMER SUPPORT MANAGEMENT I provide end-to-end customer support services across email, chat, phone, and ticketing platforms. I help businesses maintain high service standards, improve response times, manage escalations, and create positive customer experiences that drive retention and loyalty. Services include: * Customer inquiry management * Email and chat support * Phone support * Escalation handling * Complaint resolution * Customer retention support * Billing and subscription support * Account management support * Refund and replacement processing * SLA monitoring and adherence CUSTOMER EXPERIENCE (CX) OPERATIONS I help businesses move beyond reactive support by identifying customer pain points, uncovering recurring issues, and improving the overall customer journey. Services include: * Customer journey analysis * Voice of Customer (VoC) analysis * Customer feedback review and reporting * Customer experience audits * Customer pain point identification * Cross-functional collaboration between support, operations, product, and marketing teams * Customer retention improvement initiatives * Support process optimization E-COMMERCE CUSTOMER SUPPORT I support online stores by managing customer interactions and operational workflows that directly impact customer satisfaction and revenue. Services include: * Shopify customer support * Order management * Order tracking and delivery support * Returns and exchanges * Refund processing * Subscription management * Product inquiries * Discount and promotion support * Fulfillment issue resolution * Vendor and customer communication TECHNICAL CUSTOMER SUPPORT I investigate and resolve complex customer issues by analyzing customer behavior, reviewing system data, and coordinating with internal teams to identify root causes. Services include: * Tier 1 and Tier 2 support * Technical troubleshooting * Account access issues * Login and authentication support * Subscription and billing troubleshooting * Platform navigation assistance * Product issue triage * Root cause investigation * Escalation documentation * Cross-platform issue analysis SUPPORT OPERATIONS & PROCESS IMPROVEMENT I help businesses create scalable support systems that improve efficiency, reduce support volume, and increase consistency across teams. Services include: * Support workflow design * SOP creation and documentation * Knowledge base development * Help center optimization * Ticket routing workflows * Escalation frameworks * Internal process audits * Support quality improvement initiatives * Agent onboarding documentation * Operational reporting AI & SELF-SERVICE OPTIMIZATION I help businesses leverage AI and automation to improve customer support while maintaining a positive customer experience. Services include: * Chatbot training and optimization * AI support workflow development * Knowledge base preparation for AI systems * SOP integration into AI tools * Self-service portal development * Deflection strategy development * Human handoff workflow design * FAQ creation and optimization CUSTOMER INSIGHTS & REPORTING I transform customer conversations and support data into meaningful business insights that support better decision-making. Services include: * Customer trend analysis * Support volume analysis * Customer behavior analysis * Recurring issue identification * Customer sentiment reporting * Escalation trend reporting * Process improvement recommendations * Customer feedback summaries * Operational performance reporting CRM & SUPPORT PLATFORM ADMINISTRATION I help businesses organize and optimize their support systems to improve team productivity and customer satisfaction. Services include: * Zendesk administration * Intercom support management * Gorgias support management * Salesforce support workflows * Ticket tagging strategy * Macro creation * Automation setup * View and queue management * Support workflow configuration * Agent productivity optimization VIRTUAL OPERATIONS SUPPORT I provide operational and administrative support that helps teams stay organized, informed, and efficient. Services include: * Calendar and meeting coordination * Team communication support * Inbox management * Documentation management * Project coordination * Task tracking * Vendor communication * Internal reporting * Data entry and system updates * Administrative support SPECIALIZED INDUSTRIES I have experience supporting customers and operations in: * E-commerce * Digital Health * SaaS Platforms * Subscription Businesses * Marketplaces * Consumer Products * Technical Support Environments * Customer Experience Teams

Customer Support Specialist with 15+ years of experience across fast-paced environments. I help e-commerce and SaaS businesses manage high-volume email and chat support using tools like Zendesk and Shopify. I focus on fast response times, clear communication, and resolving customer issues efficiently while maintaining a professional brand experience. Upwork Skill Certified, adaptable, and comfortable working independently or with distributed teams.

🔥 Zendesk Expert Developer | Analytics Migration, AI Tools, & Scalable CX Strategy 🚨 Zendesk Explore's legacy dashboard builder is being phased out in Q4 2025 — I can help you migrate your dashboards to the new Analytics dashboard builder before the deadline. Don’t wait! 🚨 Hi, I’m a seasoned Zendesk consultant with 12 years of hands-on experience across the entire Zendesk ecosystem. I started using Zendesk in 2013—as an agent, then a team lead, and eventually Director of Customer Service. Today, I partner with companies of all sizes to build high-performing, scalable customer service solutions using the entire Zendesk suite. I’m not just a “click the buttons” kind of admin. I bring both technical expertise and deep CX strategy, helping you unlock Zendesk’s full potential—whether you’re launching a new instance or need to optimize and future-proof your current setup. 💡 New Zendesk Features I Can Help You Implement or Optimize: * Zendesk Analytics (formerly Explore): Custom dashboards, KPIs, MAQL reporting, and full migration support before the legacy dashboards are sunset. * AI Agents & Copilot: Use Zendesk’s AI tools to handle repetitive tasks, accelerate resolutions, and empower your team. * Generative AI: Leverage AI-powered replies, summaries, and insights to scale without sacrificing quality. * QA (Quality Assurance): Set up automated ticket reviews and performance insights to drive agent growth. * WFM (Workforce Management): Forecast demand, schedule intelligently, and keep support teams running smoothly. 🧰 Core Zendesk Services I Offer: 📈 Analytics (formerly Explore) I build sleek, powerful dashboards and custom reports that drive real decision-making. I also handle Explore → Analytics migration projects from start to finish—get ahead of the deadline. 📚 Knowledgebase (formerly Guide) & Community (formerly Gather) Branded, SEO-optimized Help Centers that boost self-service and reduce ticket volume. I’ll also customize design elements and support structure to reflect your brand’s voice and values. 📞 Voice (formerly Talk), Chat, & Text Channels Multichannel support setup done right. I can help you build intuitive workflows, integrate third-party tools, and track performance across all your channels. 🛠 Workflow Optimization & Automations From macros and triggers to complex workflows and conditional logic, I’ll make sure your Zendesk setup works for you—not the other way around. 💼 Sales (formerly Sell) Looking to bring Sales into the Zendesk ecosystem? I can set it up or optimize it to ensure smooth collaboration between support and sales teams. 🎓 Training & Scalable CX Strategy I’ve built, scaled, and led support teams that love what they do and show it in every customer interaction. I’ll help your agents become confident, high-performing brand advocates. ✨ Why Clients Keep Coming Back ✅ 12 years of Zendesk experience ✅ Strategic + hands-on implementation ✅ Responsive communication & timely delivery ✅ Always current with Zendesk's newest tools ✅ High retention rate and long-term client partnerships Whether you're just starting with Zendesk or you're knee-deep in a mature instance, I can help you bring structure, clarity, and efficiency to your support operations—plus prepare your system for the future with modern analytics and AI tools. 📩 Message me to schedule a discovery call and let’s make Zendesk work harder for you.

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.