Customer Success and Customer Support Team Leader

I lead and supervise a customer care team, setting service standards and ensuring professional communication across digital customer channels. I manage highly escalated complaints and use Intercom to track conversations, investigate issues, and provide simple guidance to users.

I coordinate email ticketing workflows, internal collaboration platforms, and ClickUp task management to maintain prompt responses and smooth operations. I also update account records through NetSuite, support internal controls and risk compliance, and work with product and operational vendors to report application interruptions and troubleshoot service issues.

I managed the end-to-end customer onboarding journey, helping clients complete account setup and adopt applications through clear, practical support. I organized client check-ins, product training, and team coaching sessions using scheduling tools and Zoom.

I analyzed customer feedback to identify trends and pain points, then recommended service and process improvements to product and operations teams. I coached agents on ticket-quality standards and helped establish a culture of accountability and empathy that eliminated negative feedback trends across the unit.

I served as the primary point of contact for external clients, providing clear and timely updates on project timelines through email and tracking systems.

I logged and monitored multi-tier client requests using Microsoft Office tools, improving the accuracy of internal scheduling and dispatch logs used by operational managers.

I designed and delivered structured educational materials for students during my national service placement.

This role strengthened my ability to explain complex rules, grading systems, and information in a clear, accessible, and organized manner.

Bachelor of Science degree in Chemistry.