Open to opportunities

Ayomide Abdullahi

@ayomideabdullahi

Message

Customer Support Operations lead improving CSAT through automation and clarity.

Nigeria

Message

What I'm looking for

I’m looking to lead customer support operations where I can use automation, clear documentation, and cross-functional collaboration to improve CSAT, reduce ticket volume, and accelerate product adoption in remote, distributed teams.

I’m a Customer Support Operations Lead and Customer Support Specialist with 4+ years supporting global SaaS teams and delivering 90%+ CSAT. I’ve driven measurable improvements—raising CSAT from 75% to 86%, cutting response time by 80%, and reducing ticket volume by 15% through better knowledge assets.

In my current role at RCN Lagos, I own internal support operations across multiple teams as the central coordination point. I design workflows, dashboards, and check-ins to reduce operational friction, and I automate people and process management using Airtable and n8n to improve efficiency and reliability.

Earlier, at SureSwift Capital (LeadDyno), I supported SaaS onboarding, product usage, and complex integrations through email, chat, and calls. I created documentation (knowledge base articles, FAQs, and videos), monitored account health, and collaborated with Product and Engineering on issue triage in Jira to drive adoption and reduce churn.

Experience

Work history, roles, and key accomplishments

Customer Happiness Specialist

SureSwift Capital (LeadDyno)

Apr 2022 - Oct 2023 (1 year 6 months)

Delivered SaaS customer support for SMB and Enterprise customers via email, chat, and calls, maintaining 95% CSAT while supporting 70 customers daily. Reduced ticket volume by 15% and increased self-service adoption by 25% by building documentation and videos, and improved product adoption by 15% through onboarding and integration support.

Customer Support Customer Onboarding CSAT Product Support