You will get I will provide dedicated customer support and CX management
Project details
I took a support team's CSAT from 82% to 96%+ and held it there for 3+ years across two different companies and two different industries. That's what I bring to your customer support queue.
I handle email, live chat, and phone support for fintech, e-commerce, and fast-growing companies: answering tickets, resolving order and refund disputes, managing account verification requests, and keeping your CSAT and SLA numbers where they need to be without you having to manage me closely.
What you get:
• 5+ years of hands-on support experience, including team leadership (led a 10-15 agent team)
• Fluent in Zendesk, Salesforce, Freshdesk, HubSpot, Zoho CRM, and Google Workspace
• Experience with high-volume queues (50-100+ daily interactions) at 100% SLA adherence
• Comfortable owning KYC/verification workflows, refund disputes, and escalations, not just easy tickets
• Clear, honest communication - I'll flag problems early instead of letting them pile up
This isn't my first support role, and it won't be a learning curve for you. I've already made most of the mistakes on someone else's dime; you get the version of me that already knows how to keep a queue calm under pressure.
I handle email, live chat, and phone support for fintech, e-commerce, and fast-growing companies: answering tickets, resolving order and refund disputes, managing account verification requests, and keeping your CSAT and SLA numbers where they need to be without you having to manage me closely.
What you get:
• 5+ years of hands-on support experience, including team leadership (led a 10-15 agent team)
• Fluent in Zendesk, Salesforce, Freshdesk, HubSpot, Zoho CRM, and Google Workspace
• Experience with high-volume queues (50-100+ daily interactions) at 100% SLA adherence
• Comfortable owning KYC/verification workflows, refund disputes, and escalations, not just easy tickets
• Clear, honest communication - I'll flag problems early instead of letting them pile up
This isn't my first support role, and it won't be a learning curve for you. I've already made most of the mistakes on someone else's dime; you get the version of me that already knows how to keep a queue calm under pressure.
Purpose
BusinessIndustry
Business Services & Consulting, Data Analytics, Ecommerce, Financial Services, Legal, Logistics & Supply Chain Management, Nonprofit, Real Estate, Retail & Wholesale, Software, Telecommunications, Transportation & Automotive, Travel & TourismLanguage
EnglishWhat's included $10
These options are included with the project scope.
$10
- Delivery Time 7 days
- Number of Hours of Work 8
- Email Support
Optional add-ons
You can add these on the next page.
Summary Report
(+ 7 Days)
+$5
Social Media Replies
(+ 7 Days)
+$5
Live Chat Support
(+ 7 Days)
+$5Frequently asked questions
About Mary
Customer Support Specialist for Startups and High-Volume Teams
Nairobi, Kenya - 8:02 am local time
$10.00/hr- $15.00/hr
I'm a customer service professional with over 5 years of experience in customer support, sales, and chat moderation. Whether you're looking to improve customer satisfaction, resolve inquiries, or enhance engagement, I can help.
Skilled in customer service, sales, and communication.
Proficient in tools like MS Office, Canva, and CRM platforms.
Strong problem-solving, time management, and leadership abilities.
I’m dedicated to delivering exceptional service and building lasting relationships. Regular communication is key, so let’s stay connected!
Steps for completing your project
After purchasing the project, send requirements so Mary can start the project.
Delivery time starts when Mary receives requirements from you.
Mary works on your project following the steps below.
Revisions may occur after the delivery date.
Brand voice
Please share any existing macros, canned responses, tone guidelines, or FAQ docs so my replies sound consistent with your brand from day one.
Escalation contact
Please provide a point of contact for issues outside standard policy, such as refund exceptions or account disputes I can't resolve alone.