joy awinja

I am a technical product operations and customer support professional with 4+ years supporting SaaS products in high-growth startup environments. I focus on resolving complex technical issues, triaging production bugs, and bridging customers with engineering and product teams.

I have a proven record of improving product reliability and scaling support infrastructure, including reducing critical production bugs by 60% and maintaining a 99% CSAT score through disciplined testing and escalation workflows.

I design and optimize platform workflows across web, mobile, and USSD, led onboarding for 300+ clients, and supported product growth from launch to 3,000+ monthly active users. I translate high-volume support signals into actionable product and roadmap improvements.

I value autonomy, rapid problem-solving, and cross-functional collaboration, and I am passionate about emerging AI technologies and building scalable systems that improve product velocity and customer experience.