Customer Support Lead

Verified

$15/hr

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Outline

Looking for Part-Time work (4 hours/day) at $15/hour

Associate Degree

English proficiency Native

Professional Summary

I’m an experienced Customer Support and Customer Success professional with over 7 years of experience at a UK-based SaaS company. I’ve progressed through production, customer support, sales, customer success, and team leadership roles, developing a strong understanding of business operations and customer experience.

I currently lead a customer support team, managing daily operations, handling escalations, coaching staff, and improving processes to increase efficiency and service quality.

My expertise includes HubSpot CRM, SaaS operations, customer relationship management, technical troubleshooting, team training, and cross-departmental collaboration.

I’m highly adaptable, self-motivated, and experienced in working remotely with international teams. I’m open to opportunities in Customer Success, Support Management, Account Management, and Business Operations where I can deliver measurable results and contribute to business growth.

Skills & Experience

Skills

Office and Administration > Quality Assurance 1-2 Years

Team Leadership Less than 6 Months

Process improvement 1-2 Years

Data entry >Marketing>Telemarketing >Outbound-Inbound calls> Documentation 1-2 Years

Office and Administration > Data Entry > Encoding > Troubleshooting 2-5 Years

Client Relationship Management 2-5 Years

Training and Coaching 1-2 Years

Customer service > Sales Representative > Customer Support 5-10 Years

Hubspot 2-5 Years

escalation handling 2-5 Years

Customer Onboarding 2-5 Years

SaaS Support 2-5 Years

Ticket Management 2-5 Years

Experience highlights

Customer Support Team Lead

Postworks Ltd · May/2025 – /

Lead two-agent customer support team with coaching and quality oversight. Handle complex escalations, manage HubSpot workflows and support agent development through training.

Rapid Success Agent

Postworks Ltd · October/2024 – Present

Supported customers with Postworks platform, answered product questions and assisted with technical and operational issues. Helped customer onboarding and feature understanding.

Rapid Success Agent

Postworks Ltd · April/2023 – Present

Delivered customer onboarding, product training and ongoing account support for SaaS platform. Investigated issues, gathered feedback and collaborated on resolutions.

Product Specialist

Postworks Ltd · March/2022 – Present

Conducted tailored product demonstrations explaining platform features and benefits to prospective customers. Built client relationships, gathered requirements and collaborated with teams.

Support Executive

Postworks Ltd · January/2021 – Present

Resolved customer enquiries on software use, troubleshooting and service issues. Maintained records, escalated complex cases and contributed to documentation.

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