Open to opportunities

Samuel Nganga

@samuelnganga4

Customer onboarding and support specialist with 7+ years improving SaaS adoption, retention, and compliance through empathetic operations.

Kenya

Message

What I'm looking for

I’m looking for a remote-first customer-facing role where I can own onboarding and support, collaborate with product and engineering, improve activation and retention using data, and ensure compliance while delivering empathetic, high-quality service.

I’m a Customer Support and Onboarding Specialist with 7+ years across SaaS, Financial, and startup environments. I lead customer onboarding and multi-channel support operations, tailoring journeys to improve product adoption, reduce churn, and strengthen long-term customer value.

At Uber, I resolved customer inquiries as a first point of contact, trained 1,500+ drivers post-onboarding, and reduced navigation-related support tickets by 30%. I analyzed feedback and usage data to help shape product roadmaps, implemented verification processes to ensure 100% compliance in target city launches, and supported retention through engagement strategies that reduced churn by 20% in six months.

I work confidently in remote-first, fast-paced teams, collaborating cross-functionally with product, engineering, and compliance. I’m skilled in Zendesk, Salesforce, Intercom, Jira, Hubspot, and technical troubleshooting, and I’m known for clear communication, de-escalation, and results-oriented support that balances user success with operational efficiency.

Experience

Work history, roles, and key accomplishments

Onboarding Specialist

Uber Technologies Inc

May 2021 - Dec 2023 (2 years 7 months)

Led driver onboarding and customer support, increasing driver acquisition by 20% within three months and reducing navigation-related support tickets by 30% by training 1,500+ drivers. Improved retention by 20% in six months, ensured 100% compliance for city launches, and delivered product feedback that enhanced app functionality.

Customer Onboarding Multichannel Support CRM Tagging & Compliance

Customer Ops & Business Dev

Uber Technologies Inc

May 2017 - Feb 2021 (3 years 9 months)

Onboarded 700+ partners using live training, webinars, and documentation, reducing onboarding time by 30% while maintaining 95%+ CSAT through Tier 1–2 support across chat, email, and phone. Resolved 35+ escalated cases daily, integrated Zendesk and Salesforce for unified tracking, and contributed to a 25% retention increase by identifying usage trends and churn signals early.

Tier 1 Support Partner Onboarding Salesforce CSAT Escalations Training Content (Loom Notion Cross Functional Collaboration

Assistant Project Manager

Nanatech Limited Company

Feb 2015 - Apr 2016 (1 year 2 months)

Rolled out CRM workflows and SOPs to streamline client onboarding, training users and escalating unresolved issues with full documentation. Built internal feedback loops to reduce user friction and supported IT delivery by managing LAN and system installations, alongside executive calendar and knowledge-base development.

CRM Workflow Implementation SOP Development User Training Knowledge Base Feedback Loop Development

Customer Service Representative

Standard Investment Bank

May 2008 - Nov 2011 (3 years 6 months)

Provided regulated financial customer support focused on retention and issue resolution, educating users on product offerings and handling escalated cases with thorough documentation and follow-up. Supported IPOs, refunds, and trade orders, and liaised with regulators to resolve client issues while delivering multi-channel support via phone, email, and in-person.

Regulated Customer Support Finance Support Customer Onboarding Escalations IPO & Refund Support Trading Support