Dainielle McLean

DM

Open to opportunities

Dainielle McLean

@dainiellemclean

AI-native customer support specialist improving SaaS support with scalable self-service.

What I'm looking for

I’m looking for a customer-first SaaS role where I can use AI and automation to scale support, build great self-service resources, and partner with Product/Engineering on insights that reduce tickets and improve the platform.

I’m a Customer Support Specialist with 5+ years of experience delivering exceptional support in fast-paced SaaS environments. I blend strong accounting domain knowledge with customer-first troubleshooting to help customers confidently navigate accounts payable, invoice processing, and financial workflows.

I serve as a deep product expert—handling complex inbound questions via Intercom and email, maintaining Help Center resources, and mentoring teammates on platform functionality and best practices. I continuously improve support channels by identifying automation opportunities, reducing response times, and analyzing support trends to prevent recurring issues.

AI-native by approach and tools, I leverage ChatGPT and automation platforms like Zapier and HubSpot to scale self-service and increase efficiency without sacrificing the human quality of each interaction. I partner with Product and Engineering teams through detailed bug reports and testing support, and I’m driven by outcomes like reduced ticket volume and measurable revenue impact.

Experience

Work history, roles, and key accomplishments

MF

Current

Community Support Lead

Current

Major Edge FX

Mar 2022 - Present (4 years 1 month)

Owned and iterated a self-service support system for 45,000 members by building and maintaining Help Center articles, product guides, and interactive resources that reduced reliance on human support. Used ChatGPT, Zapier, and HubSpot to automate workflows and improve response quality, analyzed support trends to drive product changes, and contributed to a 33% increase in platform revenue.

Intercom Live Chat Support ChatGpt Zapier HubSpot Workflow Automation

KE

Customer Support Specialist

Kinetic Enterprises

Jan 2021 - Jan 2026 (5 years)

Served as the first point of contact for inbound customer support via Intercom and email, resolving complex platform questions while meeting SLA targets and maintaining high satisfaction. Owned Help Center resources, improved support scalability through workflow and automation enhancements, and provided customer insights to Product and Engineering teams.

Intercom Email Support Salesforce CRM SLA Management Workflow Automation Bug Reporting Customer Support Customer Insights

AF

Assistant Manager

Abercrombie & Fitch

Jan 2018 - Jul 2021 (3 years 6 months)

Delivered high-volume customer experiences, resolving escalations with empathy and professionalism while maintaining strong customer relationships. Developed and maintained team training and operational documentation, strengthening knowledge management and onboarding practices.

Customer Service Escalation Management Knowledge Management Customer Relationship Management High Volume Management Microsoft Office Operational Support

Education

Degrees, certifications, and relevant coursework

MC

Monroe College

Bachelor of Science, Accounting

Grade: Cum Laude

Earned a Bachelor of Science in Accounting from Monroe College (Cum Laude), graduating in 2018.

Tech stack

Software and tools used professionally

Salesforce

Gmail

Zendesk

Jira

HubSpot

Google Workspace

Zapier

Increase

ChatGPT

Find your dream job

Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!