Nai Rodriguez
@nairodriguez
Support Specialist focused on end-to-end SaaS customer care, integrations, and fast escalation resolution.
United StatesWhat I'm looking for
At Candidly, I handle Zendesk Chat, email, and phone support for an AI-native fintech tied to student loan management and forgiveness. I verify loan documents, submit PSLF applications, and create Jira tickets for escalations while keeping Notion documentation current.
Before that, I built operational systems and customer experience standards at KnitCrate, managing customer service and warehouse teams while overseeing Shopify releases synced with Amazon and Etsy. I also owned a SaaS platform rollout—onboarding and ongoing support—plus SOPs with KPI tracking to keep teams efficient.
I’ve also supported hiring and recruiting at United Talent Agency using ATS tools like Workday, Bullhorn, and LinkedIn Recruiter, and I’ve run full-cycle customer service leadership at BoxyCharm. Across startups and remote/hybrid settings, I’ve spent 12+ years turning customer needs into documented processes teams can follow.
Experience
Work history, roles, and key accomplishments
Support Specialist
Candidly
Mar 2025 - Present (1 year 5 months)
Provided Zendesk Chat, Email, and Phone support for a SaaS AI-Native Fintech focused on Student Loan management and forgiveness. Verified loan documents, submitted PSLF applications, created Jira tickets for escalations, and updated Notion documentation.
Business Operations Consultant
Cosmic Care
Mar 2021 - Present (5 years 5 months)
Conducted brand audits and implemented strategies to optimize Shopify stores, increasing online visibility. Developed white-glove customer experience protocols and recruited top-tier talent.
Sourced and screened candidates for a renowned training program, connecting with students from top-tier universities. Used ATS like Workday, Bullhorn, and LinkedIn Recruiter to manage multiple requisitions.
Customer Service and Operations Manager
KnitCrate
Jan 2017 - Jan 2022 (5 years)
Managed customer service and warehouse teams at a high-growth startup. Oversaw SaaS platform implementation, established SOPs with KPI tracking, and handled escalations and influencer campaigns.
Customer Service Manager
BoxyCharm
Jul 2014 - Dec 2016 (2 years 5 months)
Managed the founding customer service team at a high-growth subscription startup. Created processes, policies, and training programs, and increased productivity by 75% through Macros/FAQs.
Education
Degrees, certifications, and relevant coursework
Broward College
Associate of Arts, Business Management
Studied Business Management at Broward College.
Central Insurance School
License, Insurance
Earned a 4-40 Customer Service License from Central Insurance School.
Availability
Location
United StatesAuthorized to work in
Job categories
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