Mercy Austine
@mercyaustine
Customer support specialist improving SaaS retention through technical empathy and efficient onboarding.
NigeriaWhat I'm looking for
I am a skilled customer support specialist with extensive remote SaaS experience across email, chat, and ticketing platforms, focused on reducing churn and increasing retention. I combine technical proficiency in CRMs and automation with strong customer empathy to deliver fast, effective resolutions.
Throughout my roles I managed high ticket volumes, maintained CSAT consistently above 95%, and supported thousands of global users while authoring help center content and support assets. I implemented onboarding flows and follow-ups that measurably improved product adoption and reduced churn.
I thrive in remote, cross-functional teams, using tools like Zendesk, Salesforce, HubSpot, Freshdesk, and Zapier to streamline workflows, escalate effectively, and turn customer feedback into product improvements.
Experience
Work history, roles, and key accomplishments
Customer Success Associate
Tech Solutions Ltd.
Conducted onboarding walkthroughs for 1,500+ users using HubSpot and Freshdesk, sent NPS surveys and closed feedback loops to improve service, contributing to reduced churn through better documentation and responsiveness.
Customer Support Specialist
BrightWave Tech
Managed 90+ support tickets weekly via Zendesk and Salesforce and maintained 96%+ CSAT through fast, empathetic technical resolution; implemented onboarding flows that improved product adoption and authored 30+ help center articles.
Customer Support Representative
CloudBridge Systems
Provided chat and email support with Zoho CRM and Intercom, created support scripts, videos, and FAQs, and helped reduce ticket backlog by 40% by addressing recurring pain points.
Education
Degrees, certifications, and relevant coursework
University of Calabar
Bachelor of Science, Environmental Education
Completed a Bachelor of Science in Environmental Education focusing on environmental concepts and educational approaches.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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