You will get Customer Support Systems: CRM Setup, SOPs & Workflow Optimization
Rising Talent
Rising Talent
Project details
I will set up or clean up your CRM, document your customer support processes into clear SOPs, and build workflows that help your support run smoothly as you scale so nothing falls through the cracks even when your ticket volume grows. Perfect for founders who are ready to move from chaotic inboxes to an organized, scalable support system.
Purpose
BusinessLanguage
EnglishWhat's included
| Service Tiers |
Starter
$35
|
Standard
$100
|
Advanced
$250
|
|---|---|---|---|
| Delivery Time | 5 days | 10 days | 18 days |
Number of Hours of Work | 10 | 20 | 35 |
Scriptwriting | - | - | |
Summary Report | - | - | |
Social Media Replies | - | ||
Email Support | - | ||
Live Chat Support |
Frequently asked questions
About Felicity
Customer Support Specialist | Chat & Email | SaaS, Ecommerce
Enugu, Nigeria - 5:45 pm local time
As a Customer Support Specialist for SaaS & Ecommerce Brands, I specialize in customer support, customer success, help desk operations, ticket management, onboarding support, CRM management, and customer retention using Zendesk, Freshdesk, HubSpot, Shopify, Gorgias, Intercom, and other leading support platforms.
I take ownership of your customer support operations so you can focus on growing your business.
What you'll gain working with me as your customer support specialist:
✓Faster response times and organized ticket management
✓Higher customer satisfaction through empathetic, solution focused support
✓Timely resolution of customer issues with consistent follow up
✓Accurate CRM records and well documented support workflows
✓Reliable customer support that allows founders and teams to focus on growth
Challenges I help you solve as your customer support specialist:
❌Growing ticket backlogs and slow response times
❌Frustrated customers, complaints, refunds, and escalations
❌Disorganized support processes, inconsistent follow-ups, and poor customer experiences
❌ You're struggling to maintain a consistent customer experience as your business grows
❌Your support inbox is growing faster than your team can handle
MY CORE SERVICES AS YOUR CUSTOMER SUPPORT SPECIALIST:
SaaS Customer Support: I help SaaS companies deliver responsive, organized, and scalable customer support.
➜Email and live chat support
➜Help desk and ticket management
➜Customer onboarding support
➜Billing and subscription assistance
➜Technical support coordination
➜Bug reporting and issue escalation
➜Knowledge base and FAQ updates
➜Customer success and retention support
Ecommerce Customer Support: I help Shopify and DTC brands provide exceptional customer experiences that build trust and repeat business.
➜Order tracking and shipping inquiries
➜Returns, refunds, replacements, and exchanges
➜Product questions and customer inquiries
➜Complaint resolution and de-escalation
➜High volume email support
➜Customer follow-ups and review management
➜Support documentation and workflow improvements
Customer Support Operations: I help growing businesses build organized support systems that scale.
➜CRM management
➜Ticket ownership from inquiry to resolution
➜Customer records and documentation
➜SOP creation and process documentation
➜Internal team communication
➜Follow-up management
➜Support workflow improvements
Industries I Support:
• SaaS Startups
• Ecommerce Brands
• AI Companies
• Tech Companies
• Shopify Stores
• DTC Brands
• Subscription Businesses
• Founders, Small Businesses and Remote Teams
Tools & Platforms
Help Desk: Zendesk, Freshdesk, Gorgias, Intercom
CRM: HubSpot, Zoho CRM
Ecommerce: Shopify
Communication: Slack, Google Workspace, Microsoft Office, Calendly
AI Productivity: ChatGPT, Claude, Gemini
Throughout my customer support experience, I've consistently helped businesses deliver reliable, high quality customer support by achieving measurable results:
✓Maintained 95%+ first-response consistency across email, live chat, and phone support, ensuring customers received timely assistance.
✓Achieved a 90%+ issue resolution completion rate by taking ownership of customer inquiries and following up until cases were fully resolved.
✓Maintained 98%+ CRM data accuracy while updating customer records, support tickets, and support documentation.
✓Successfully handled 50+ customer interactions daily while delivering professional, empathetic, and customer-focused support.
Here's What Makes Me Different:
✓I handle 50+ customer interactions daily across email, chat, and phone
✓Strong customer-first communication with empathy and professionalism
✓Fast learner who adapts quickly to new products and support systems
✓Organized, detail oriented, and comfortable working independently
✓Experienced with ticket ownership, escalations, and CRM management
✓Proactive in identifying recurring issues and improving support processes
✓Available for both short-term projects and long-term customer support partnerships
If you're looking for a Customer Support Specialist for SaaS & Ecommerce Brands who can manage your customer support, resolve support tickets efficiently, improve response times, and deliver a customer experience your customers will remember, I'd be happy to help.
I'm available for both short-term projects and long-term partnerships.
Send me a message or invite me to your job, and let's build a customer support experience your customers will remember for the right reasons.
Steps for completing your project
After purchasing the project, send requirements so Felicity can start the project.
Delivery time starts when Felicity receives requirements from you.
Felicity works on your project following the steps below.
Revisions may occur after the delivery date.
Audit your current setup
I review your existing CRM, help desk, and support processes (or lack of them) to identify gaps, inefficiencies, and quick wins before making any changes.
Build & document your system
I set up or optimize your CRM, create ticket workflows and automation rules, and document everything in clear SOPs your team can follow and reuse.