Customer Success & Onboarding Specialist | SaaS & Construction Solutions | 5+ Years in Client Operations & Remote Support
Teisha-Gae
Customer Support Representative
$2,050 – $2,940/mo
About
Customer Onboarding Specialist with 5+ years of experience supporting U.S.-based clients in SaaS and service environments. Skilled in guiding customers through end-to-end onboarding, improving product adoption, and maintaining high satisfaction levels. Proven ability to manage onboarding workflows, resolve client issues, and collaborate with cross-functional teams using tools such as Gemini AI and Gorgias to enhance customer experience and retention.
Industry Experience
SaaS Platforms
Biotechnology Research
Health & Wellness Software
Real Estate & Construction
Software Experience
Candidate Information
Availability
Full-Time, Part-Time
Work Arrangement
Remote
English Level
Native Fluency (C2)
Roles Qualified For
Work Experience
Customer Onboarding Specialist
08/2022 - 03/2025https://get.mytime.com/
●Onboarded approximately 30+ stores per month at $299 per onboarding, contributing an estimated $320K+ in onboarding revenue over a 3-year period.
●Managed full onboarding process from account setup to platform activation, ensuring smooth customer adoption and reducing setup delays.
●Provided onboarding support via email and scheduled sessions, assisting clients with platform navigation, configuration, and early-stage troubleshooting.
●Maintained accurate CRM documentation of onboarding progress, customer interactions, and issues to support tracking and operational reporting.
●Collaborated with support and product teams to resolve onboarding challenges and improve overall onboarding efficiency and customer experience.
Customer Support Representative
03/2025 - 01/2026https://www.kiwibiosciences.com/
● Managed 120–140+ daily customer interactions across email, chat, and social media platforms
● Maintained 90%+ CSAT while resolving account, billing, shipping, and order-related issues
● Supported onboarding-related inquiries including account setup and platform navigation
● Utilized Gorgias to prioritize, tag, and escalate tickets effectively
● Identified recurring customer issues and contributed to workflow and macro improvements
● Maintained accurate CRM records to support internal communication and customer experience
Customer Success Specialist
06/2018 - 08/2021www.Sutherlandglobal.com
Jamaica
● Generated an estimated $600K+ in upsell-driven revenue over a 4-year period by promoting premium data plans ($180–$300 per line), device upgrades, and add-on packages to existing customers.
● Upsold products during customer interactions while handling high-volume inbound calls, contributing to increased account value and recurring revenue.
● Managed retention and loyalty cases in a 24/7 call center, resolving escalated issues and reducing customer churn through effective problem-solving and service recovery.
● Consistently met SLA and quality targets while balancing both sales and customer support responsibilities in a fast-paced environment.
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