Open to opportunities

Khayam Khawar

@khayamkhawar

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Customer service and technical support specialist with SaaS expertise and proven CSAT results.

Pakistan

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What I'm looking for

I seek remote roles supporting SaaS/PaaS customers during US hours where I can improve CSAT, reduce escalations, own onboarding, documentation, and QA.

I am a customer service and technical support specialist with 5+ years' experience supporting SaaS and PaaS platforms, compliance workflows, and BPO environments. I consistently maintained CSAT >90%, handled high-volume workloads across phone, email and chat, authored knowledgebase content, and partnered with engineering to reduce escalations and improve onboarding efficiency.

I have supported North American clients on US business hours, built dashboards and SOPs to accelerate onboarding and reduce resolution times, and performed QA/product testing to smooth feature rollouts. I bring reliable, adaptable remote work experience, strong reporting and troubleshooting skills, and a track record of improving customer success metrics.

Experience

Work history, roles, and key accomplishments

Client Support Specialist

SurePoint Technologies

Jun 2024 - Apr 2025 (10 months)

Delivered SaaS support for a legal/accounting platform to North American clients, managing 10–14 complex tickets daily and authoring 20+ knowledgebase articles that reduced onboarding time by 20% while cutting escalations by 27%.

SaaS Support Ticketing Escalation Management QA Testing Customer Onboarding Troubleshooting Zendesk

Senior Compliance Executive

RDX Sports

Apr 2023 - Sep 2023 (5 months)

Managed 30+ compliance cases weekly for Amazon and eBay seller accounts, preventing suspensions and building dashboards that reduced policy resolution time by 18%; created SOPs and FAQs to accelerate onboarding for six hires.

& Compliance Amazon Seller Support Excel Dashboards Reporting

Customer Support Executive

PKTeam Pvt. Ltd.

Jun 2022 - Jan 2023 (7 months)

Supported onboarding, retention, and product QA while managing documentation and contributing knowledgebase articles to improve customer experience and streamline feature rollouts.

Onboarding Customer Retention QA Testing Documentation Bug Reporting Cross Functional Collaboration CRM

Technical Support Specialist

Motive

Nov 2020 - Feb 2022 (1 year 3 months)

Provided SaaS fleet management support handling 70+ calls and 50+ emails daily, maintained CSAT >90%, met SLA/AHT targets, and mentored new hires on call handling and quality metrics.

SaaS Support Onboarding Mentorship CSAT SLA Management Fleet Management

Amazon Affiliate Writer

Freelancer (Fiverr)

Jan 2019 - Jan 2021 (2 years)

Created SEO-optimized content for Amazon affiliate sites and provided virtual assistant services including data entry and customer queries to support content management and site performance.

Content Writing SEO Virtual Assistance Data Entry Content Management Customer Support Remote Work

Customer Service Specialist

IBEX Global Solutions

Jul 2020 - Nov 2020 (4 months)

Delivered high-volume customer service (50+ calls, 30+ emails, 70+ live chats daily) for enterprise clients, achieved record CSAT scores, and contributed to SOP documentation to improve agent efficiency.

Live Chat Email Support CSAT Multichannel Support Reporting