I seek a role where I can scale customer support operations, collaborate with product/engineering, and deliver measurable improvements in technology integration.
FEOpen to opportunities
Faith Edison
@faithedison
Customer support leader delivering empathetic, scalable SaaS support and product-driven process improvements.
NigeriaWhat I'm looking for
I am a proactive customer support professional with over four years of experience supporting SaaS, EdTech, and AI-powered platforms. I combine deep product mastery with empathy to resolve technical and billing issues across email, chat, and live environments.
At my current role I manage high-volume queues and maintain knowledge base excellence, driving a sustained 92% CSAT while resolving 80+ daily tickets and reducing repeat inquiries by 25% through content optimization.
I partner closely with product and engineering teams to identify recurring pain points, validate feature releases, and deploy automation that improved average handling time by 22% and lowered ticket volume by 18%.
With a background in systems support and QA, I bring technical troubleshooting skills, process design experience, and a track record of improving onboarding activation and system uptime. I enjoy mentoring teams and building scalable support operations that improve customer outcomes.
Experience
Work history, roles, and key accomplishments
IS
Current
Senior Systems & Customer Support
InStrat Global Health Services
Mar 2025 - Present (10 months)
Served as the primary support contact for a digital health platform of 5,000+ professionals, maintaining a 92% CSAT while resolving 80+ daily tickets and authoring 45+ knowledge base articles to reduce repeat inquiries by 25%.
GC
Quality Assurance & Product Support
Go Cloud Careers
Feb 2023 - Mar 2025 (2 years 1 month)
Balanced QA testing and customer support for an AI-driven career platform, achieving a 98% resolution rate for escalations and reducing AHT by 22% through Zendesk macros and triggers.
SS
IT Systems Associate & Support Lead
Star Sapphire
Aug 2018 - Jan 2023 (4 years 5 months)
Managed Tier 1 & 2 support for 300+ enterprise users, maintained 99.8% system uptime through proactive monitoring, and created troubleshooting guides that cut new-agent training time by 30%.
Education
Degrees, certifications, and relevant coursework
AU
Akwa Ibom State University
Bachelor of Engineering, Electrical & Electronics Engineering
Grade: Second Class Upper Division (4.03/5.0)
Completed a Bachelor of Engineering in Electrical & Electronics Engineering with a Second Class Upper Division, focusing on engineering fundamentals and practical systems work.
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
NigeriaAuthorized to work in
Salary expectations
10k-180k USD
Social media
Job categories
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