Abigail Ijave

Your customer just hit a wall. A failed integration. A billing charge they cannot explain. A platform bug that has been stopping them for two days. What happens next determines whether they renew, refer someone, or churn quietly and leave a review. I am the person you want handling that moment. I am a Customer Support and Success Specialist with 7+ years of experience in high-volume, remote support environments across SaaS, e-commerce, and fintech, the verticals where the gap between good support and great support is measured in revenue. Here is what I bring to the table, in numbers: ✔ 95–100% CSAT sustained across all active roles ✔ 98.33% QA audit score across written and live chat interactions ✔ Sub-5-minute first response time on live chat ✔ 600+ tickets resolved per month across email and live chat ✔ 1–24 hour average resolution time depending on complexity I do not just close tickets. I identify what is causing them in the first place, document it clearly, and give your product and engineering teams something they can actually act on. That is how support stops being a cost center and starts being a retention engine. ━━━━━━━━━━━━━━━━━━━━━━━ WHAT I HANDLE → L1 and L2 technical support: bug identification, reproduction steps, escalation documentation → User onboarding and guided product activation that shortens time-to-value → Billing, subscription, and account management — plan changes, access issues, payment disputes → Integration support: helping users configure Shopify, Stripe, PayPal, and third-party tools connected to your platform → Feature education and in-depth workflow guidance for new and existing users → Internal documentation: SOPs, knowledge base articles, escalation playbooks, and response macros → Ticket triage, queue management, and priority routing in environments handling hundreds of tickets per week → Cross-functional bug reporting and product feedback loops with engineering teams ━━━━━━━━━━━━━━━━━━━━━━━ INDUSTRIES I KNOW WELL SaaS (B2B and B2C) | E-commerce and DTC brands | Fintech and payments | Email automation platforms | Subscription businesses | EdTech | Publishing and research platforms ━━━━━━━━━━━━━━━━━━━━━━━ TOOLS I USE WITHOUT TRAINING Zendesk · Intercom · Gorgias · Freshdesk · HelpScout · HelpCrunch · Zoho CRM · HubSpot · Salesforce Shopify · BigCommerce · WooCommerce · Stripe · PayPal · Airwallex · Seal Subscriptions · Loop Subscriptions Slack · Notion · Asana · Jira · Linear · Trello · Smartsheet · Basecamp FullStory · Onfido · Mezmo · Brevo · Aircall · RingCentral · Ooma · Vonage Google Workspace · Microsoft Office ━━━━━━━━━━━━━━━━━━━━━━━ HOW I SHOW UP FOR YOUR TEAM I operate with minimal supervision and maximum accountability. I am async-first, time-zone flexible, and I communicate clearly with both customers and internal stakeholders. I do not wait to be told there is a gap in your documentation, I build it. I do not wait for your ticket queue to break down, I help design the triage system before it does. I have supported teams ranging from early-stage SaaS startups to established e-commerce operations, and I bring the same standard to every engagement: fast, thorough, human, and professional. ━━━━━━━━━━━━━━━━━━━━━━━ WHO I WORK BEST WITH You are scaling faster than your support system can keep up. You need someone who can step in, assess the situation quickly, and start contributing from day one, not someone you have to babysit through every ticket. You care about the quality of support your customers receive, not just the speed of it. If that is you, send me a message or hit invite. I respond promptly and I am ready to get to work.

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