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Customer Support Lead
Joshua R.
Support lead with SaaS and e-commerce experience, comfortable owning CSAT targets and first-response SLAs.
Ref sdc-cs-027
Core skills
- Ticket triage
- Escalation handling
- Macro & help-centre writing
- QA coaching
Tools
- Zendesk
- Intercom
- Shopify
- Gorgias
Languages
- English (C1)
- Filipino
- Cebuano
Highlights
- ·Held 96% CSAT across 14 months at a DTC brand
- ·Cut first-response time from 9h to 42m