Open to opportunities

Susan Wambui

@susanwambui2

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Customer support specialist delivering high-CSAT SaaS and e-commerce support at scale.

Kenya

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What I'm looking for

I’m seeking a remote or hybrid role in customer support/experience where I can lead escalations, improve workflows, coach teams, and maintain high CSAT while driving operational efficiencies.

I am a customer support specialist with over five years' experience supporting global users across SaaS, e-commerce, and tech environments, consistently maintaining CSAT above 90%.

I serve as a Tier-2 escalation lead, resolving high volumes of complex tickets daily, automating workflows by integrating HubSpot and Zendesk, and creating support playbooks and macros that reduce handling variability and resolution time.

I coach and perform QA for support teams, collaborate cross-functionally to reduce repeat contacts, and thrive in fully remote, async environments focused on clear written communication, empathy, and proactive problem solving.

Experience

Work history, roles, and key accomplishments

Current

Global Customer Support Specialist

Current

ALX Africa

Aug 2022 - Present (3 years 6 months)

Serves as Tier-2 escalation lead resolving 80+ complex tickets/day, automated HubSpot–Zendesk workflows to cut escalations 20% and ART 30%, and authored support playbooks that reduced repeat contacts by 15–20%.

Zendesk HubSpot Escalation Management Playbook Development Customer Success Metrics Workflow Automation Remote Collaboration

Inbound Support Fellow

ALX Africa

Jun 2021 - Jul 2022 (1 year 1 month)

Handled high-volume learner and partner inquiries via Zendesk and Sprout Social, maintained CSAT above 95%, created 100+ macros to reduce AHT, and supported Zendesk backend setup for new workflows.

Zendesk Sprout Social SLA Management Workflows

Customer Support Associate

Influx Inc

Jan 2019 - Jun 2021 (2 years 5 months)

Provided email, chat, and live support for multiple SaaS and e-commerce clients, maintained CSAT above 90% while handling 100+ live chats/day at peak, and created 200+ macros to improve consistency and reduce handle time.

Zendesk Intercom Gorgias Shopify Live Chat Macros CSAT

Sales & Assistant Administrative Executive

Al Tannan Group

Jul 2017 - Nov 2018 (1 year 4 months)

Managed paperwork and inventory updates for 100+ stock items weekly, handled 30–40 client inquiries per week, and generated monthly inventory reports maintaining accuracy above 95%.

Inventory Management client support Reporting Documentation Cycle Counts Administrative Operations

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Master of Business Administration, Business Administration

2020 - 2020

Completed a Master of Business Administration program focused on advanced business management and leadership topics during 2020.

Strathmore University

Bachelor of Science, Telecommunications Management

2012 - 2016

Earned a Bachelor of Science in Telecommunications Management with coursework in telecommunications systems, network management, and related technologies from 2012 to 2016.