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Sam Gichohi

@samgichohi

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Customer Support Specialist focused on onboarding, retention, and CRM-driven issue resolution.

Kenya

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What I'm looking for

I’m looking for a remote customer support or client success role where I can own onboarding and retention, resolve issues quickly, and use HubSpot/Zendesk or whatever is necessary to deliver a consistently positive customer experience in a high-volume team.

I’m a customer-focused professional with two years of experience delivering exceptional service in high-volume, fast-paced environments. I specialize in client onboarding, issue resolution, and relationship management—turning everyday interactions into lasting trust.

In my roles, I’ve served as a primary point of contact for onboarding, queries, and ongoing account support. I onboarded 260+ businesses in 3 months, guided new clients with clear, education-based communication, and retained customers through consistent follow-ups and responsive problem-solving.

I’m CRM proficient and ready to contribute from day one, with hands-on experience using HubSpot and Zendesk, plus basic Salesforce. I manage ticket workflows and client inquiries across calls, email, and messaging, while keeping detailed records and accurate activity logs.

I’m remote-ready and self-managed, with strong communication skills and a customer-first mindset. Whether resolving complaints, handling order issues, or mentoring others through weekly 1-on-1 support, I bring calm, empathetic listening and clear explanations that help customers feel heard, helped, and valued.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Support

Current

Valetax

Oct 2025 - Present (8 months)

Served as the primary point of contact for client onboarding, ongoing support, and issue resolution via calls, emails, and messaging. Managed and grew a client portfolio focused on satisfaction, retention, and consistently positive client experiences.

Customer Support Client Onboarding Issue Resolution Calls and messaging CRM record keeping Account Management Client Retention Email Communication Client Communication

Current

Customer Service Manager

Current

Hair Growth E-Commerce Brand

Jan 2024 - Present (2 years 5 months)

Managed the end-to-end customer journey from first inquiry through delivery and after-sales support. Resolved order issues and complaints while maintaining fast, consistent communication to drive repeat customers.

Customer Service Complaint Handling Customer Retention Customer Communications Problem Solving Relationship Management

Client Relations & Support

HFM (HotForex)

Jan 2025 - Oct 2025 (9 months)

Managed client relationships through regular communication, weekly market updates, and personalized follow-ups. Guided new clients through onboarding, resolved concerns with professionalism, and maintained detailed client records to ensure consistent service quality.

Client Onboarding Issue Resolution Relationship Building Weekly market updates Professional communication CRM record keeping Client trust building Customer Support Client Relationship Management

Business Onboarding Support Intern

Kenyacompanies.com

Aug 2024 - Dec 2024 (4 months)

Onboarded 260+ businesses in 3 months through structured outreach, follow-ups, and guided platform walkthroughs. Maintained accurate CRM records and activity logs while answering client questions to ensure a smooth onboarding experience.

Client Onboarding Platform Walkthroughs Customer Support Client Relationship Management Multitasking