Open to opportunities

Steven Gitau

@stevengitau

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Proactive Customer Service Specialist with 7+ years of experience.

Kenya

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth in a collaborative environment.

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

Current

L2 Agent

Current

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.

Zendesk Freshdesk HubSpot CRM Systems Troubleshooting Escalation Management Product Education Omni Channel Support Edtech

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.

Zendesk Intercom SaaS Support SLA Management Customer Satisfaction Leadership

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.

Performance Metrics Customer Service Communication Social Media Support

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.