Hire the Best Zendesk Specialists
in the United States

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.

Struggling with slow response times, unhappy customers, or an overwhelmed support queue? That's exactly what I fix. When customers don't get timely, professional support — they leave. And when they leave, your business suffers. I help businesses prevent that by delivering consistent, high-quality customer support across every channel. I'm a Customer Support Specialist with 8+ years of experience in inbound call handling, live chat, email support, and back-office operations — and I bring verified certifications to back it up. 🏅 Zendesk Support Certified | Zendesk Administrator Certified | HubSpot CRM Certified | HubSpot Inbound Certified | HubSpot Customer Service Certified I don't just hold certifications — I apply them daily. From configuring Zendesk workflows and automations to managing HubSpot CRM pipelines, I bring both technical knowledge and real-world experience to every role. What I deliver for your business: ✔ Inbound call & live chat handling with fast, professional responses ✔ Email support with consistent tone and under-24hr reply times ✔ Zendesk & HubSpot management — ticket handling, workflows & reporting ✔ Order tracking, complaint resolution & account management ✔ SLA monitoring and performance tracking from real supervision experience ✔ Complaint escalation handling with calm, solution-first communication ✔ CRM documentation and accurate record keeping for every interaction What makes me different from other support specialists: ✔ I understand support from both sides — as an agent and as a team supervisor ✔ I don't just follow scripts — I think critically to find the best solution for every customer ✔ I treat every customer interaction as a direct reflection of your brand ✔ I bring structured, process-driven support that scales with your business My background also includes operations management and team coaching — meaning I understand what businesses need from a support specialist at every level. Whether you need someone to handle your front-line support or help streamline your entire support operation, I have the experience to deliver. I don't just respond to tickets — I protect your brand with every single customer interaction. Certified. Experienced. Reliable. Available for long-term contracts. Message me and I'll reply within a few hours.

I own and operate my own Zendesk consulting firm, and my team and I have extensive experience implementing, enhancing, and maintaining Zendesk instances at all subscription levels (Team, Growth, Professional and Enterprise). We manage multiple Zendesk accounts for clients on a daily, weekly, or monthly basis, and are an official Zendesk Premier Partner as well as Certified Zendesk Support Admins. We've created thousands of macros, tags, triggers, and automations. If you're just starting out, we can help you connect and set up email accounts, route messages to the proper teams, and customize your account settings via ticket, organization, and user fields. If you're looking for further customization via apps and API connections, or want to improve your CX with Guide or implementing a bot, we are well-versed in those areas, too. To learn more about the work we do in Zendesk, feel free to visit the Zendesk page of my website, which is listed in the Portfolio section. Now that you know what we do, here's a little about me personally: I earned my undergraduate degree in 2006 from Whitworth University while double majoring in Economics and Business Management, then completed my MBA at the University of Colorado in 2012, shortly after my wife and I celebrated the birth of our first son. I enjoy engaging with organizations who are interested in automating and integrating software solutions as a means of utilizing their technology to the fullest. I am confident that we can help you and your team create more efficient, streamlined processes that generate real time and money savings for your business.

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

I implement and optimize support systems for growing teams. Hands-on execution and strategy included. WHAT I DO: → Zendesk/Intercom setup, customization & workflow configuration → Support process implementation & team training → Ticket backlog cleanup & operational firefighting → QA program execution & quality monitoring → Knowledge base creation & documentation → Performance reporting & metrics dashboards RECENT WINS: - Cleared 300+ ticket backlog in 2 weeks for enterprise software company - Built QA framework improving team scores from 68% to 92% - Created 200+ training documents & SOPs for startup support team - Managed 60,000+ legacy ticket resolution (30% → 82% CSAT improvement) - Reduced resolution time from 72 to 48 hours across 200+ agent organization IDEAL PROJECTS: ✓ Zendesk/Intercom setup & workflow configuration ✓ Ticket backlog cleanup & queue management ✓ Training program development & team onboarding ✓ Knowledge base buildout & content creation ✓ QA spot checks & quality monitoring (ongoing) ✓ Process documentation & SOP creation ✓ Reporting dashboards & metrics tracking setup PLATFORMS I WORK IN: Zendesk (expert) • Intercom (expert) • Salesforce • Freshdesk • Help Scout • Discord • Slack WORK STYLE: Hands-on, minimal meetings needed. I can jump into your system and start delivering value immediately. Available for 20-30+ hrs/week across multiple clients. Perfect for short-term implementation projects or ongoing optimization work. SKILLS: Customer Support, Zendesk, Intercom, Customer Service, Technical Support, Process Optimization, Documentation, Training & Development, Quality Assurance

I've grown and led the customer support teams for many prominent e-commerce businesses! Is yours next? Nine years of experience providing outstanding remote customer support for busy and prominent e-commerce stores. Five years of experience as administrative support and transcription both in office and remotely for two reputable Seattle, Washington law firms. Three years of experience providing customer support for a busy education app start-up company, working directly with teachers and parents all over the world. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. Strategic relationship and partnership-building skills with teammates and customers -listen attentively, solve problems creatively, and use tact and diplomacy to achieve win-win outcomes. Experienced with Zendesk, Gorgias, Fresh Desk, Help Scout, AgoraPulse, Shopify, Adobe Acrobat, and Microsoft Office software, including Outlook, Word, and Excel.