Steven Gitau
@stevengitau
Proactive Customer Service Specialist with 7+ years of experience.
What I'm looking for
I am a proactive and empathetic Customer Service Specialist with over 7 years of progressive experience in SaaS, EdTech, and e-commerce support environments. My expertise lies in managing high-volume ticket queues across multiple channels, including email, chat, voice, and social media. I have a proven track record of exceeding KPIs and improving support processes, which has been recognized through my promotion to L2 Agent at Snapplify.
Throughout my career, I have demonstrated strong leadership and problem-solving skills, mentoring new team members and collaborating cross-functionally to enhance customer experiences. I am passionate about leveraging technology to deliver world-class support and have honed my skills in various platforms such as Zendesk, Freshdesk, and HubSpot. My commitment to continuous improvement and customer satisfaction drives me to create value in fast-paced, remote-first teams.
Experience
Work history, roles, and key accomplishments
L2 Agent
Snapplify
Mar 2022 - Present (3 years 3 months)
Delivered high-quality omnichannel support for EdTech solutions across African markets, resolving critical escalations and mentoring new team members. Onboarded institutional and individual clients to digital platforms, managing customer data and ensuring successful product adoption.
Client Team Leader
Influx
Oct 2019 - Mar 2022 (2 years 5 months)
Supported global SaaS clients by diagnosing issues and guiding users through platform features and solutions, efficiently managing support tickets within SLAs. Promoted to trainee Client Team Leader, recognized for leadership potential and consistent delivery of excellent customer satisfaction.
Senior CSR
Betin Kenya
Sep 2016 - Oct 2019 (3 years 1 month)
Provided multichannel support to a high-volume customer base, interpreting complex Terms & Conditions with clarity and professionalism. Managed CRM data and ticket tracking, consistently exceeding performance metrics and receiving multiple 'Employee of the Month' awards.
Education
Degrees, certifications, and relevant coursework
Alison
Diploma, Customer Service
Grade: Distinction
Obtained a Diploma in Customer Service from Alison. Achieved a distinction, indicating a high level of proficiency in customer support principles and practices.
Wantech College
Certificate, Information Technology
Grade: Distinction
Completed a Certificate in Information Technology at Wantech College. Achieved a distinction, demonstrating foundational knowledge and skills in IT.
Kenyatta University
Bachelor of Science, Recreation and Sports Management
Grade: Distinction in Communication Skills
Completed a Bachelor of Science in Recreation and Sports Management. Achieved a distinction in Communication Skills, demonstrating strong interpersonal and professional communication abilities.
Availability
Location
Authorized to work in
Job categories
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