I’m looking for a long-term remote role where I can apply my expertise in Zoho CRM administration and E-commerce support to help a business scale. I enjoy the challenge of managing high-traffic digital communities and am seeking a professional environment that values reliability, technical accuracy, and proactive problem-solving
Looking for a job
Pauline Kimani
@paulinekimani
Customer Support Lead | 4+ Yrs Remote Ops | Zoho CRM & Shopify Expert | 20k+ Community Management | Dedicated VA & Efficiency Specialist.
KenyaWhat I'm looking for
I am a high-impact Customer Support Specialist and Virtual Assistant who thrives in fast-paced, remote-first environments. With a background in managing digital communities of over 20,000 active members, I specialize in bridging the gap between complex backend operations and exceptional, "white-glove" customer service.
My approach combines technical proficiency with an empathetic brand voice, ensuring every ticket, inquiry, and administrative task is handled with precision and care. I am a self-directed professional dedicated to helping businesses scale by maintaining "Inbox Zero" and optimized remote workflows.
Core Expertise
* Customer Excellence (CX): Expert in help-desk management (Zendesk, Gorgias), dispute resolution, and multi-channel support (Email, Chat, Social).
* Operational Support: Seamless calendar management, data entry, and project coordination using Notion, Trello, and Google Workspace.
* E-commerce & Logistics: End-to-end management of order fulfillment, shipping inquiries, and CRM updates on Shopify.
* Community Engagement: Scaling and moderating high-traffic social media platforms while maintaining a consistent and professional brand voice.
Experience
Work history, roles, and key accomplishments
VK
Current
Customer Support Specialist & VA- Remote
Vision Plus Kenya
Apr 2022 - Present (4 years)
Remote Support Specialist & VA at Vision Plus Kenya since 2022. Expert in Zoho CRM administration, Shopify e-commerce logistics, and managing digital communities of 20,000+ members. I specialize in streamlining workflows, maintaining "Inbox Zero," and delivering premium client experiences. Proven track record in lead management, workflow automation, and high-volume multi-channel support.
Zoho CRMShopifyZendeskSlackMicrosoft TeamsGoogle WorkspaceMeta Business SuiteCanvaCustomer SupportVirtual AssistantExecutive AssistantCustomer Success ManagerCommunity ManagementOperations CoordinationCRM AdministrationEmail SupportChat Supportorder fulfillmentConflict ResolutionLead ManagementWorkflow AutomationSocial Media ModerationInbox ManagementSLA Management
Education
Degrees, certifications, and relevant coursework
Kenya Methodist University
Bachelor of Business Administration, Business Administration
2012 - 2015
Grade: Second Class Honours- Upper division
A Bachelor of Business Administration (BBA) gave me a solid understanding of how businesses operate—from finance and marketing to management. It sharpened my problem-solving, communication, and leadership skills, and prepared me to adapt to different career paths while thinking strategically and making informed business decisions.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
KenyaAuthorized to work in
United States
United KingdomSalary expectations
55k-75k USD
Job categories
Skills
CRM AdministrationE Commerce OperationsFacebook Community ModerationHelp Desk ManagementConflict ResolutionAsynchronous CommunicationProactive Communication And Problem SolvingProactive AdaptabilityScalabilityAttention To DetailZoho CRMCustomer SuccessVirtual AssistantOnboardingPost Sales ManagementPost Sales
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