AKArthur Kariuki
@arthurkariuki1
Customer Support and Success professional specializing in SaaS user guidance and billing support.
KenyaWhat I'm looking for
I am a Customer Support and Success professional with 4+ years supporting users on SaaS and digital platforms, translating complex workflows into clear, step-by-step guidance and consistently meeting SLA targets. I have strong experience in account management, billing and payment inquiries, issue classification, escalation, and cross-functional collaboration with Support, Customer Success, Compliance, and Sales teams.
I have driven measurable improvements in customer experience by providing clear written walkthroughs, reducing repeat contacts, and training team members on CRM and support tools like Zendesk and Freshdesk. I seek to continue helping non-technical users achieve technical and creative goals while contributing to scalable, SLA-driven support operations.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Sendwave
Jan 2020 - Dec 2023 (3 years 11 months)
Handled customer support tickets and live chat for a fintech SaaS platform, meeting SLAs while translating payment and account workflows into clear step-by-step guidance and escalating issues appropriately.
Customer Support Associate
M-KOPA Solutions
Feb 2019 - Feb 2020 (1 year)
Supported mobile financial services customers with onboarding, payments and device access, categorizing issues for escalation and producing clear step-by-step instructions to reduce repeat contacts.
Customer Service Representative
MultiChoice Group
Jan 2018 - Dec 2019 (1 year 11 months)
Managed 90+ daily customer interactions across chat, email, social and phone for digital services, providing clear technical and billing guidance and maintaining accurate case records in CRM systems.
Customer Service Representative
Huduma Kenya
Resolved inquiries and complaints with high accuracy, achieving strong customer satisfaction and reducing repeat complaints through thorough documentation and cross-team coordination.
Education
Degrees, certifications, and relevant coursework
KUKenya Methodist University
Diploma, Computer and Information Systems Security
2016 - 2018
Completed a Diploma in Computer and Information Systems Security focusing on information assurance and practical security principles.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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