At Superpedestrian, I support customers using a SaaS platform, troubleshooting technical, account, billing, and service issues across digital channels. I achieved approximately 95% CSAT and strong first-contact resolution rates.
I investigate recurring customer issues and share insights with Product, Engineering, and Operations, contributing to process improvements and a better customer journey. I also help users understand platform features and support onboarding and product adoption.
At Volcano Print, I managed customer interactions across multiple touchpoints and coordinated with logistics and internal teams to resolve operational issues. I also identified common pain points and contributed to clearer customer communication.
Earlier, at Little Green Radicals, I supported B2B account relationships, onboarding, and order fulfilment, and created FAQs and support documentation. At Tripadvisor, I investigated customer cases and potential fraud patterns while supporting policy compliance.
