Papao ff

I’m a Customer Support and Success Specialist with 2+ years of experience using Zendesk to support subscription-based digital services. I handle end-to-end written support across email, WhatsApp, Telegram, and live chat, keeping clear ownership until resolution.

I’m hands-on with ticket management, triage, and case documentation, using SLA awareness and complete context to escalate technical issues effectively. I guide customers through onboarding, account activation, app installation, device setup, free trials, and day-to-day product usage—always with empathy and structured, step-by-step communication.

On the commercial side, I support billing and payment confirmation, subscription issues, renewals, and retention through proactive follow-up and fast, personalized troubleshooting. I also create reusable responses, troubleshooting guides, and support documentation to improve consistency and response speed across remote teams.

Beyond support workflows, I’m building an AI-powered customer support automation project that classifies customer intent, stores conversation history, and routes complex cases to human support. I also use OpenAI API, Supabase, REST APIs, Node.js, and TypeScript to design onboarding, technical support, pricing, payments, renewals, and escalation flows—and I’m currently pursuing a B.Sc. in Computer Science.