Emmanuel Alabi

Customer Support professional with 5+ years of hands-on experience delivering high-quality support across live chat, email, ticketing, and social media channels for fast-moving digital platforms. I've managed 50–70 support interactions per shift for a 20,000+ user platform, built support functions from scratch, and led a 12-person remote team; all in environments where the playbook either didn't exist or needed to be completely rebuilt.

At Karate Combat, a US-based sports and entertainment platform, I served as the primary support contact for over 20,000 users across Discord, Telegram, and email. I handled everything from account issues and technical escalations to real-time support during live events and product launches; windows where slow or unclear responses directly affected user retention. I identified recurring complaint patterns and turned them into structured feedback reports, three of which fed directly into product decisions and contributed to a measurable reduction in ticket volume the following quarter.

At Bitlink Exchange, a Singapore-based digital platform, I built the entire support infrastructure from the ground up. That meant implementing Zendesk from scratch: routing rules, automation workflows, macro libraries, and reporting dashboards, writing 14 SOPs covering every support workflow, and designing the onboarding and training programme that every new agent went through. I also introduced the team's first performance KPIs: resolution rate, first-contact resolution, response time, and CSAT. Before that, leadership had no consistent data to work with.

I'm proficient with Zendesk, Salesforce CRM, HubSpot, Intercom, Google Workspace, Microsoft 365, Slack, and Zoom. I'm experienced with help center development, knowledge base management, escalation management, SLA adherence, and workflow automation. I work well with technical and product teams, communicate clearly under pressure, and take ownership of problems rather than waiting to be directed.

I'm available for full-time and part-time remote engagements, and I'm open to both ongoing contracts and project-based work. If you're looking for someone who can hit the ground running on day one and improve your support operation over time, I'd like to hear from you.