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Emem Lawson

@ememlawson

Customer Support Specialist at LemFi who improved ticket resolution time by 20% and trains new support agents.

At LemFi, I manage customer support across five global markets and maintain a 98% CSAT score. I also reduced average ticket resolution time by 20% through process optimisation and SOP development.

At LemFi, I designed and delivered onboarding training for new customer service agents, achieving a 90% new-hire retention rate. Previously, at Cleva (YC W24), I rebuilt support workflows and created troubleshooting guides that helped achieve a 92% first-contact resolution rate.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist & Training Coordinator

Current

LemFi

Jul 2024 - Present (2 years 3 months)

Managed 100+ daily inbound support requests across 5 global markets, maintaining a 98% CSAT score. Designed and delivered onboarding training programs, reducing ticket resolution time by 20% and increasing team productivity by 25%.

Customer Support Training Onboarding SOP Development Knowledge Base Management Process Optimization Escalation Management Regulatory Compliance CSAT KPI Management

Customer Support Specialist

Cleva

Mar 2024 - Jun 2024 (3 months)

Delivered customer support for onboarding, USD account setup, and international payments, achieving a 97% CSAT score. Overhauled support processes, built a macro library, and reduced first-response time by 30%.

Customer Support Onboarding International Payments Currency Conversions Process Improvement Knowledge Base Management SOP Development First Contact Resolutions Voice Of Customer Compliance

Customer Success Specialist

House Hunt

Jan 2021 - Mar 2024 (3 years 2 months)

Spearheaded user onboarding and engagement strategies, increasing customer retention by 15%. Built support workflows across Intercom and Freshdesk, improving response times by 30% and boosting product adoption by 20%.