Open to opportunities

Michael Getu

@michaelgetu

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Technical Customer Support Specialist improving fintech SaaS with fast, empathetic resolution.

Ethiopia

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What I'm looking for

I’m looking for a fintech/SaaS team where I can own complex technical support end-to-end, use logs/Jira to drive fixes, and improve CSAT, SLA, and self-service through KB + automation—fully covering EU/US hours with strong ownership.

I’m a Technical Customer Support Specialist with 5+ years supporting B2B & B2C SaaS, specializing in fintech, banking, and short-term rental operations. I serve as a first point of contact across live chat, email, and Zoom, consistently maintaining 96%+ CSAT while resolving 35+ complex cases daily with an average total resolution time of 6-8 hours.

I investigate complex issues using backend log analysis, report and follow through on bugs via Jira, and partner with product and engineering to drive improvements. I’ve led ticket deflection and AI workflow initiatives, audited and updated 60+ knowledge base articles, and co-designed escalation workflows—reducing ticket volume by 13%, improving FCR by 18%, and cutting resolution time by 30% while keeping service quality high.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Deel

May 2023 - Present (3 years 1 month)

Serves as first point of contact via live chat, email, and Zoom, maintaining 96%+ CSAT and resolving 35+ complex cases daily with 6–8 hour average resolution time. Investigates technical issues using backend logs and Jira, and improves service standards by reducing ticket volume 13% and increasing FCR 18% through knowledge base optimization and AI co-pilot usage.

Customer Support Technical Troubleshooting Jira Knowledge Base Optimization CSAT FCR Metrics

Customer Support Team Lead

Dashen Bank S.C

Nov 2022 - Apr 2023 (5 months)

Led a team of 11 support agents, overseeing CSAT, FRT, and FCR while managing scheduling and daily operations with no service gaps. Managed high-complexity escalations by coordinating cross-functionally and maintaining clear, empathetic customer communication.

Team Leadership CSAT FRT FCR Management Escalation Management Cross Functional Communication Customer Communications Service Operations Root Cause Analysis

Product Support Specialist

Sketch

Jul 2022 - Jan 2023 (6 months)

Provided support across chat, email, and social channels using Zendesk, resolving complex technical issues end-to-end including SSO, database performance, and network connectivity. Shared customer feedback with product and engineering and contributed to 2+ product improvements.

Customer Support Zendesk Technical Troubleshooting SSO Cross Functional Collaboration

Customer Success Manager

Dashen Bank S.C

Aug 2021 - Oct 2022 (1 year 2 months)

Served as primary support contact for 200+ enterprise customers monthly via chat, email, and calls, maintaining 90%+ FCR and 92%+ CSAT (QA scored). Investigated and resolved payments, account access, and transaction disputes, proactively monitoring satisfaction and sharing feedback to improve products and customer experience.

& Customer Success Enterprise Support Customer Onboarding Account Access CSAT Qa Monitoring

Senior Banking Support Engineer

Dashen Bank S.C

Apr 2019 - Jul 2021 (2 years 3 months)

Monitored transaction systems and logs, supporting resolution of 600+ monthly payment cases and testing/troubleshooting API integrations with Postman. Reduced failed transactions by 17–21% across two payment products by addressing authentication errors, account linking issues, and failed transactions.

Transaction Monitoring UAT Testing

Client Support Specialist

Live Ethio

Sep 2020 - May 2021 (8 months)

Supported hosts and property managers by onboarding new hosts and resolving rental listing and visibility issues across the hosting cycle. Collected host feedback and coordinated with internal teams on recurring listing problems to prevent guest-impacting failures.

Customer Support Listing Troubleshooting Feedback Issue Prevention