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Olakpe Fejiro

@olakpefejiro

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Customer Support Specialist driving SaaS adoption, automation, and reduced churn across global time zones.

Nigeria

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What I'm looking for

I seek a remote role in customer support or operations where I can reduce churn, automate workflows, build KB content, and support product adoption across time zones.

I am a Customer Support Specialist with 3+ years delivering high-volume technical and operational support for SaaS and proptech platforms. I focus on solving escalations end-to-end, maintaining SLA compliance, and improving customer satisfaction.

I build and maintain knowledge base content and SOPs that measurably reduce repeat ticket volume and increase self-service adoption. I also automate workflows using Zapier and Make to eliminate manual touchpoints and speed responses.

I have hands-on experience with Zendesk, Salesforce, HubSpot, Freshdesk and property management systems like Guesty, Hostaway, and Hospitable, and I thrive in fully remote roles across multiple time zones.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

AvantStay Vacation Rentals

Feb 2024 - Dec 2025 (1 year 10 months)

Managed 100+ accounts across multiple SaaS platforms, resolving technical and operational issues while maintaining SLA compliance and reducing escalation rates through end-to-end issue ownership.

Zendesk Salesforce HubSpot Zapier Make SLA Escalation Management

Operations Associate

Happy Host

Mar 2022 - Jan 2024 (1 year 10 months)

Served as primary liaison between service teams, clients, and stakeholders to prevent escalations, resolved billing and urgent issues, and documented recurring problems to streamline workflows.

Liaison Between Clients Billing Disputes Collections Operational Support

Customer Support Associate

Cardo Rentals

Jan 2022 - Jan 2024 (2 years)

Handled 40–60+ daily multi-channel inquiries on billing, booking, and service issues, maintained account data accuracy, and produced 20+ knowledge base articles to improve self-service.

Account Management Guesty Hostaway