Open to opportunities

Jake Humphreys

@jakehumphreys

Message

I resolve complex SaaS customer issues, lead escalations, and improve support operations.

Slovakia

Message

What I'm looking for

I'm looking for a remote or hybrid customer support or customer success role where I can resolve complex issues, improve processes, support global customers, and contribute through coaching, onboarding, and strong SLA and CSAT performance.

I've supported global SaaS customers at vidIQ, resolving 50–70+ daily tickets across billing, subscriptions, account access, and product functionality while maintaining SLA and CSAT targets. I diagnose technical issues, escalate structured bug reports to engineering, and improve knowledge-base content to speed resolution.

Over 10+ years across Entain Group, insurance, hospitality, and remote client services, I've handled Tier 1–3 escalations, coached support teams, monitored quality and KPIs, and built lasting customer relationships in high-pressure environments.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

vidIQ

Jun 2023 - Nov 2023 (5 months)

Handled 50-70+ daily support tickets in a fast-paced SaaS environment using Zendesk and Intercom. Provided Tier 1-2 technical support across billing, subscription, account access, and product functionality.

Zendesk Intercom Technical Troubleshooting Customer Onboarding SLA Management CSAT Knowledge Base