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Blessing User

@blessinguser11

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Customer Support Lead delivering excellent service, resolving issues, and leading remote teams with CRM-driven KPIs.

Nigeria

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What I'm looking for

I’m looking to contribute strong communication, leadership, and problem-solving skills in a growth-focused organization—supporting customers with fast, high-quality resolutions while improving workflows and team performance through KPI monitoring.

I’m a dedicated, results-driven Customer Support Lead with experience managing remote support operations and delivering excellent service across email, live chat, phone, and social media channels.

Since 2024, I’ve led customer support operations for multiple clients, training and managing remote customer support representatives to improve response time and service quality. I handle escalated customer complaints with effective solutions, maintain strong client relationships, and develop support processes, FAQs, and knowledge base materials to improve workflow efficiency.

I monitor team performance using KPIs such as response time, resolution rate, and customer satisfaction scores, and I collaborate with sales, technical, and operations teams to resolve complex customer issues. I use CRM and help desk tools including Getgist, Zendesk, Freshdesk, HubSpot, and Slack to manage customer interactions.

Before this, I worked as a Customer Support Representative/Product Operations (2021–2023), handling complaints, troubleshooting issues to resolution, escalating unresolved cases, documenting solution articles, and overseeing quality assurance checks on new features. I’ve also built marketing experience—creating social media strategies, content, newsletters with SEO knowledge, and campaigns—and contributed as a Training of Trainers (TOT) Facilitator for Microsoft & AFDB, along with earlier digital marketing and administrative support work.

Experience

Work history, roles, and key accomplishments

Current

Freelance Customer Support Lead

Current

Independent Contractor

Jan 2024 - Present (2 years 6 months)

Led and managed remote customer support operations across email, live chat, phone, and social media for multiple clients. Trained support representatives, handled escalations, and improved workflows using CRM/help desk tools and KPI monitoring.

Customer Support Leadership Remote Team Management Escalation Handling Team Supervision Client Relations Problem Solving KPIs Workflow Optimization Live Chat Conflict Resolution Customer Relationship Management Zendesk Freshdesk HubSpot Slack Knowledge Base Management

Customer Support Rep

Sendchamp Limited

Jan 2021 - Jan 2023 (2 years)

Handled customer complaints by providing appropriate solutions within time limits and following up to ensure resolution. Documented customer interactions, escalated unresolved issues, and supported quality assurance on new features.

Customer Support Escalation Handling Troubleshooting Quality Assurance

Digital Marketer

Sendchamp Limited

Jan 2021 - Jan 2022 (1 year)

Created social media strategies and managed social media calendars for brand accounts. Produced social media content and newsletters with SEO knowledge and managed brand social media accounts.

Social Media Strategy Social Media Content Creation Newsletters SEO Brand Management Digital Marketing

Creative Content & Growth Analyst

Swissmarkk

Jan 2020 - Jan 2022 (2 years)

Developed social media strategies and managed social media calendars for brand accounts. Created social media content, newsletters, and campaigns with SEO knowledge.

Social Media Strategy Social Media Content Creation Newsletters SEO Social Media Campaigns

Digital Marketing & Admin Trainee

Sprinble LLC

Jan 2019 - Jan 2020 (1 year)

Supported digital experiential marketing for clients, including social media marketing, email marketing, and content/storytelling marketing. Assisted with service management and client-facing coordination.

Social Media Marketing Email Marketing Content Marketing Marketing Strategy Service Management client support

TOT Facilitator

Microsoft & Afdb

Jan 2020 - Present (6 years 6 months)

Served as a facilitator for the Training of Trainers program. Ensured session reports were captured and submitted properly to supervisors at the end of the program.

Facilitation Training Delivery Program Documentation