Mark Lemaron
@marklemaron
Customer Support Moderator focused on moderation, issue resolution, and user satisfaction.
KenyaWhat I'm looking for
I am a dedicated Customer Support Moderator with hands-on experience maintaining safe online communities and delivering high-quality user support. I prioritize clear, empathetic communication and fast resolution across chat, email, and ticket systems.
In my current role I monitor user-generated content, enforce community guidelines, and investigate user reports, achieving a 95% satisfaction rate. I also contributed to improving FAQ documentation and ticket response templates to streamline support workflows.
Previously, I worked as a Customer Support Agent in a SaaS environment, resolving over 40 tickets daily using Zendesk and Freshdesk and receiving “Agent of the Month” recognition three times. I escalate technical issues when needed and assist users with account troubleshooting.
I hold a Diploma in Customer Service & Communication and certifications in Customer Service Fundamentals and Moderation Best Practices. I am fluent in English and Swahili and am motivated to join teams that value customer-first thinking, clear processes, and continual improvement.
Experience
Work history, roles, and key accomplishments
Customer Support Moderator
FL Online Services Ltd
May 2023 - Present (2 years 3 months)
Monitored user-generated content across forums and social platforms to enforce community guidelines and improved FAQ and ticket templates; responded to chat and email inquiries with a 95% satisfaction rate and escalated complex issues to senior support.
Customer Support Agent
L&V Tech Solutions
Jan 2022 - Apr 2023 (1 year 3 months)
Delivered live chat and email support in a SaaS environment, resolving over 40 tickets daily and recognized as "Agent of the Month" three times for consistently high ratings; escalated technical bugs and assisted users with account access troubleshooting.
Education
Degrees, certifications, and relevant coursework
KMKenya Institute of Management
Diploma in Customer Service and Communication, Customer Service and Communication
2020 - 2022
Completed a Diploma in Customer Service and Communication at Kenya Institute of Management (2020–2022), focusing on customer support, communication, and conflict resolution.
Availability
Location
KenyaAuthorized to work in
Job categories
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