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Tanzeena Akhter

@tanzeenaakhter

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proactive SaaS specialist with remote, global experience in operations, client relations, and customer success.

Bangladesh

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What I'm looking for

Seeking a remote role in a global SaaS company to leverage my expertise in customer success, operations, and client relations. Interested in roles like Team Lead or Customer Support Manager, focusing on retention, process optimization, and customer satisfaction. Also open to positions aligned with my skills in sales support, CRM management, and strategic growth initiatives.

Remote-first Customer Support & Success | Knowledge Building | Product Collaboration

Customer Support Specialist with 5+ years in SaaS and service industries, helping organizations improve customer experience, retention, and support operations. Skilled in CRM systems (HubSpot, Salesforce, Freshdesk), knowledge base creation, and process optimization that reduces response times and improves CSAT. Strong track record in customer communication, documentation, and cross-team collaboration with sales, product, and operations. Known for building efficient workflows that empower teams and enhance customer satisfaction. Available to work overlapping hours with US/EU time zones.

KEY ACHIEVEMENTS
• Reduced first-response time from 48 hours to 6 hours (87% faster) by implementing automation and process improvements.
• Created FAQs and training documentation that cut onboarding time for new hires by 30%.
• Reduced CRM data errors by 30% through audits and training initiatives.

CORE COMPETENCIES
• Customer Support & Success: HubSpot, Salesforce, Freshdesk, Intercom, escalation handling
• Knowledge Management: FAQs, training guides, process documentation, onboarding resources
• CRM Operations: Ticket triage, workflow optimization
• Customer Experience: NPS/CSAT improvement, proactive communication
• Collaboration: Working with cross-functional teams (Product, Sales, Operations)
• Tools: Google Workspace, Slack, Zoom, Loom, CRM systems

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Bonusly, Inc.

Jul 2024 - Present (1 year 2 months)

Focused on improving customer satisfaction by streamlining SaaS support operations
- Reduced average response time from 48h to 6h (87% faster) by optimizing support automation.
- Introduced self-service resources that reduced support tickets by 25% and boosted NPS.
- Analyzed customer feedback to identify recurring pain points, reducing repeat issues by 18%.

Sales User Experience Business Operations Client Communication Client Relationship Management Knowledge Management CRM Collaboration Remote Work

Customer Support Specialist

Aleph Holding Inc.

Oct 2021 - Jun 2024 (2 years 8 months)

- Supported global customer base across Asia, Europe & Africa, ensuring timely issue resolution.
- Maintained and updated process documentation and training resources.
- Partnered with sales and product teams to improve onboarding workflows.
- Conducted quality assurance and performance audits, ensuring team KPIs were consistently met.

Facebook Ads Google Suite SaaS Sales SaaS Marketing Client Services Business Development Onboarding Specialist Troubleshooting Training And Development Team Leadership Team Management

Sales Support Coordinator

Blackbox Strategy

Jul 2020 - Sep 2021 (1 year 2 months)

- Supported CRM management and reporting, ensuring accurate data for sales teams.
- Developed FAQ and process documentation, reducing onboarding time by 30%.
- Ensured digital deliverables met customer expectations through structured checks.
- Coordinated with product and support teams to streamline client service delivery.