Open to opportunities

Adaeze Joseph

@adaezejoseph

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Customer Support Team Lead improving e-commerce delivery and retention through fast, data-led service.

Nigeria

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What I'm looking for

I’m looking for a remote support role where I can lead or collaborate, improve delivery/support processes, and use CRMs to drive customer retention—especially across e-commerce and logistics with clear escalation paths and continuous learning.

I’m a Customer Support Specialist and current Team Lead with hands-on experience across e-commerce and logistics. I manage customer inquiries daily across live chat, WhatsApp Business, phone, email, and social media—always focusing on what’s causing tickets, not just closing them.

I was promoted within 6 months in both of my support roles, most recently leading a team of 4 agents and training new hires. At Furtkay, I built a faster local delivery process with reliable riders and proactive customer booking, bringing back customers who had stopped due to delivery delays; at Vital Vida, I created a saved-response FAQ adopted by the whole support team and logged recurring issues that drove 3 process improvements.

Experience

Work history, roles, and key accomplishments

Team Lead, Customer Support

Furtkay Global Logistics

Sep 2024 - May 2026 (1 year 8 months)

Led a team of 4 support agents handling live chat, WhatsApp, email, phone, and social media inquiries for local and international shipments. Built a faster local delivery process with reliable riders and documented recurring complaint root causes to reduce repeat escalations.

Team Leadership Training Escalation Handling Customer Support Live Chat Email Support Social Media Support Order and Shipment Support Customer Retention Process Improvement Reporting Excel

Customer Support Specialist

Furtkay Global Logistics

Mar 2024 - Sep 2024 (6 months)

Served as a primary point of contact for up to 25 customer inquiries daily across WhatsApp, live chat, email, phone, and social media, resolving shipment tracking, delivery status, and documentation questions. Managed local and international shipments in the same shift, troubleshooting issues and escalating complex cases while keeping customers updated.

Customer Support Live Chat Phone Support Email Support Social Media Support Order And Payment Support Troubleshooting Shipment Tracking Escalation Handling Ticket Notes Reporting Excel CRM Tools

Service Year, Teaching and Administration

National Youth Service Corps (NYSC)

Jan 2023 - Dec 2023 (11 months)

Completed mandatory national service as a secondary school teacher and supported teaching preparation, communication, and reliable day-to-day administration. Strengthened skills in explaining information clearly and patiently for different audiences, applicable to writing FAQs and help center content.

Teaching Administration

Customer Support Specialist

Vital Vida Limited (Fulanihairgro)

Feb 2021 - Dec 2022 (1 year 10 months)

Managed up to 30 customer interactions daily across WhatsApp, Instagram DMs, Facebook Messenger, and email, maintaining accurate case histories in Sniper CRM. Built and standardized a saved-response FAQ, supported end-to-end order processing with follow-ups, and recovered abandoned orders through proactive outreach.