Open to opportunities

Soso Beridze

@sosoberidze

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Customer Support Specialist with 6+ years delivering 95% CSAT and 90% first-contact resolution via Intercom.

Georgia

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What I'm looking for

I’m looking for a high-volume, multi-channel customer support role where I can use Intercom and CRM ticketing to deliver fast first-contact resolutions, de-escalate complex issues, and improve workflows to reduce repeat contacts and protect CSAT.

I’m a Customer Support Specialist with 6+ years of experience across sales, e-commerce, and travel support, handling high-volume customer needs through email, chat, and CRM-driven ticket queues. I consistently deliver a 95% CSAT score and a 90% first-contact resolution rate while de-escalating complex complaints.

I bring strong SLA discipline and CRM documentation habits, including extensive hands-on experience with Intercom for ticketing, live chat, and customer messaging. In my roles, I managed support queues, kept interactions audit-ready, and enabled clean handoffs so customers never felt lost in the process.

I also look for patterns—spotting recurring order/account pain points and raising them to the team to reduce repeat contacts. With my relationship-building and negotiation background from sales, I focus on retaining frustrated customers and turning service recoveries into loyalty.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Nutrameg

Jan 2026 - Jun 2026 (5 months)

Delivered fast, accurate email and chat support for product, order, and account issues, achieving a 90% first-contact resolution rate. Managed the full support queue in Intercom with ticketing, live chat, and macros, maintaining audit-ready documentation and raising recurring pain points to the team.

Email Support Live Chat Support Intercom Ticket Management Macros First Contact Resolutions Process Improvement Documentation

Customer Support Specialist

Travel Agency

Sep 2025 - Jan 2026 (4 months)

Owned end-to-end support for bookings, itinerary changes, and time-sensitive travel disruptions under same-day deadline pressure. Resolved service issues in real time during peak booking periods and coordinated with travel partners and internal teams to close service gaps quickly.

Customer Support Booking Support Itinerary Management Service Recovery Time Sensitive Issue Handling Cross Functional Collaboration Escalation Management

Customer Support Specialist

GoPeer

Jan 2020 - Sep 2025 (5 years 8 months)

Sustained 200+ customer interactions daily over a five-year tenure while maintaining a 95% CSAT score. Used Intercom daily to manage tickets and customer context, triaged inquiries by urgency and complexity, escalated remaining issues, and helped redesign support workflows to improve efficiency and response consistency.

Intercom Live Chat Support Customer Context Management Triage Cross Functional Collaboration

Sales Representative

SBC

Jan 2017 - Jan 2020 (3 years)

Built and sustained key account relationships and served as the trusted point of contact for returning clients. Negotiated and closed complex, high-value enterprise deals using consultative, relationship-first selling to improve customer loyalty and sales performance.

Key Account Management Consultative Selling Relationship Management Enterprise Sales