Your Business Media
@yourbusinessmedia
Customer support specialist delivering technical troubleshooting and world-class CX.
United StatesWhat I'm looking for
I am a customer support specialist with over 10 years of experience in high-volume SaaS and logistics environments, focused on technical troubleshooting, escalations, and improving user experience. I consistently deliver high CSAT by resolving complex tickets, mentoring teammates, and collaborating with product and engineering to fix root causes.
I have authored extensive help-center documentation, reduced resolution times through process improvements, and supported 150+ complex tickets weekly while maintaining >95% satisfaction at Everlance. I hold Google certifications in Data Analytics, Digital Marketing & E‑commerce, and Project Management and bring a continuous-improvement mindset to support operations.
Experience
Work history, roles, and key accomplishments
Customer Support Advocate
Everlance
Nov 2021 - May 2025 (3 years 6 months)
Resolved 150+ complex support tickets weekly via Intercom and Zendesk with >95% CSAT; authored 30+ help center articles and served as primary escalation for technical issues, collaborating with product and engineering to reduce resolution times.
Customer Support Advocate
Misfits Market
Feb 2019 - Oct 2021 (2 years 8 months)
Handled high-volume order, delivery, and subscription inquiries via Zendesk and phone, maintained CSAT >90%, and improved resolution through refined macros, templates, and cross-team collaboration with logistics and warehouse.
Technical Support Advocate
ClickFunnels
Jan 2017 - Jan 2019 (2 years)
Provided front-line and Tier 2 SaaS support via Zendesk and Intercom, investigated platform errors across 70+ integrations, and reduced average resolution time by 20% through improved ticket qualification and escalation.
Customer Support Advocate
HeartCore Business
Jan 2017 - Jan 2018 (1 year)
Facilitated onboarding and technical integrations using remote collaboration tools, moderated community support via Kustomer, and delivered personalized 1:1 technical support to ensure successful customer outcomes.
Support & Marketing Specialist
Various Clients
Jan 2012 - Jan 2017 (5 years)
Supported product launches and live events with live chat and onboarding support, collaborated on documentation and troubleshooting to improve customer education and post-purchase follow-up.
Support & Marketing Specialist
You Everywhere Now / Traffic Geyser
Jan 2008 - Jan 2012 (4 years)
Managed inbound support and helpdesk systems, developed onboarding materials and online training, and coordinated cross-functional tasks to improve client communication and escalation processes.
Education
Degrees, certifications, and relevant coursework
Your Business hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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