You will get fast ticket resolution & inbox cleanup by a Top Rated Plus Expert
Top Rated
Top Rated
Project details
You will get a reliable, experienced support specialist who can take over your inbox, clear ticket backlogs, and keep your customer experience running smoothly.
I specialize in handling high-volume support across tools like Zendesk, Intercom, Gorgias, Commslayer, etc., ensuring every ticket is responded to professionally, efficiently, and with attention to detail.
Whether you're dealing with an influx of customer inquiries, delayed responses, or disorganized conversations, I'll step in to restore structure, prioritize urgent issues, and maintain a consistent support flow.
I don’t just reply to tickets, I improve how your support system works. From inbox cleanup to workflow organization and response quality. My goal is to help you reduce backlog, improve response time, and keep customers satisfied.
If you need someone who can take ownership, communicate clearly, and deliver without constant supervision, I’m ready to support your team.
I specialize in handling high-volume support across tools like Zendesk, Intercom, Gorgias, Commslayer, etc., ensuring every ticket is responded to professionally, efficiently, and with attention to detail.
Whether you're dealing with an influx of customer inquiries, delayed responses, or disorganized conversations, I'll step in to restore structure, prioritize urgent issues, and maintain a consistent support flow.
I don’t just reply to tickets, I improve how your support system works. From inbox cleanup to workflow organization and response quality. My goal is to help you reduce backlog, improve response time, and keep customers satisfied.
If you need someone who can take ownership, communicate clearly, and deliver without constant supervision, I’m ready to support your team.
Purpose
BusinessIndustry
Agriculture, Animals & Pets, Architecture & Interior Design, Arts & Design, Audio Services, Beauty & Cosmetics, Biotech, Business Services & Consulting, Construction, Cryptocurrency & Blockchain, Cybersecurity, Data Analytics, Ecommerce, Education, Energy, Engineering, Environmental, Events Planning, Fashion & Apparel, Financial Services, Food & Beverage, Gaming, Government & Public Sector, Hardware & Electronics, Legal, Lifestyle, Logistics & Supply Chain Management, Manufacturing & Storage, Marketing & Advertising, Media & Entertainment, Medical & Pharmaceutical, Music, Nonprofit, Photography, Real Estate, Religion & Spirituality, Retail & Wholesale, Software, Sports & Fitness, Telecommunications, Transportation & Automotive, Travel & Tourism, Video Services, Wellness, Writing & PublishingLanguage
EnglishWhat's included
| Service Tiers |
Starter
$50
|
Standard
$150
|
Advanced
$350
|
|---|---|---|---|
| Delivery Time | 1 day | 3 days | 5 days |
Scriptwriting | - | - | |
Summary Report | - | - | |
Social Media Replies | - | - | |
Email Support | |||
Live Chat Support |
Optional add-ons
You can add these on the next page.
Fast Delivery
+$30 - $50
Additional Hour of Work
+$15
Scriptwriting
(+ 1 Day)
+$20
Summary Report
(+ 1 Day)
+$20
Social Media Replies
+$15Frequently asked questions
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CC
Charlie C.
Jan 30, 2025
Customer support for specialized Grant Management team [EST hours]
KK
Kosmas K.
Jan 13, 2025
Upwork Account Manager
Covenant did an excellent job generating high-quality leads for my eBay business. Her professionalism, dedication, and strong communication skills made the entire process smooth and efficient. I highly recommend her services to anyone looking to grow their business!
TW
Tamara W.
Jan 6, 2025
Customer Representative Needed for Holiday Season
Covenant was very helpful with daily spreadsheets. She quickly learned our booking system and was courteous to our customers.
BL
Brandon L.
Feb 9, 2024
Productivity/Sleep Assistant - Get paid to hold me accountable
About Covenant
SaaS Customer Support Specialist | Zendesk | CSAT | L1-L2 | Retention
100%
Job Success
Lagos, Nigeria - 9:29 pm local time
Aside Customer Onboarding guiding a new users/customers from contract to confident! I've managed support teams of 10–15 agents across multiple time zones, building the SOPs, playbooks, and onboarding systems that kept them performing consistently.
What I deliver for SaaS teams:
L1–L2 troubleshooting across web and software platforms — fast, clear, and accurate
Root-cause investigation using logs, system checks, and product knowledge
Clean escalation to engineering with full context (no vague handoffs, no dropped threads)
Customer Onboarding guiding a new users/customers from contract to confident, self-sufficient, and growing, help make sure trust gets kept.
Customer education that turns one-time issues into long-term confidence
CSAT and retention focus, every interaction is a chance to reduce churn
How I lead and scale support operations:
Build SOPs, knowledge bases, FAQ frameworks, and onboarding documentation that reduce repeat tickets and ramp new agents in days, not weeks
Coach and mentor support agents on tone, troubleshooting, and customer engagement
Track and improve CSAT, response time, first-contact resolution, and escalation rates
Standardize workflows so support quality stays consistent as the team grows
Tools I work with daily:
Zendesk, Freshdesk, Intercom, Salesforce, HubSpot, Jira, Slack, Zoom, Google Meet, plus AI productivity tools (ChatGPT, Claude) to move faster without losing the human touch.
Whether you need a senior IC who can handle complex tickets from day one, an onboarding specialist to guide a new user/customers to confidence, or a lead who can build out your support operation from scratch, let's talk about what your team needs.
Steps for completing your project
After purchasing the project, send requirements so Covenant can start the project.
Delivery time starts when Covenant receives requirements from you.
Covenant works on your project following the steps below.
Revisions may occur after the delivery date.
Inbox Review & Setup
I review your inbox, ticket volume, and structure to understand priorities and workflow.
Ticket Handling & Organization
I'll respond to tickets, organize conversations, and prioritize urgent or pending issues.