Bertha Ochuma

I’m a resourceful and detail-oriented Product and Support Specialist with over four years of experience supporting global customers in fast-paced SaaS, B2B, and remote-first environments. My expertise spans technical troubleshooting, billing and payments, product access issues, and advanced escalations across several platforms like Stripe, Intercom, Jira, and Confluence.

I have a strong track record of handling high-volume and high-priority cases with accuracy and empathy. I’ve resolved Tier 1–3 escalations, partnered closely with Product, Engineering, and Finance teams, and contributed to process improvements that reduced operational friction. Notable achievements include leading a full Help Center revamp that reduced ticket volume by 18%, maintaining CSAT scores of 96–98%, and authoring 60+ internal and external knowledge base articles that strengthened team workflows and onboarding.

My work is heavily rooted in documentation, root-cause analysis, and translating customer pain points into actionable feedback for product and operations teams. I’ve produced escalation reports, tracked recurring issues, supported bug triage, and influenced roadmap priorities by highlighting insights from customer sentiment, reviews, and social media trends.

With training in Agile-based project management and a B.Sc. in Microbiology, I bring structure, clarity, and process discipline to my work. I’m passionate about operational excellence, customer advocacy, and building support systems that scale effectively in fast-growing tech environments.