Jonah Thomas N.

JONAH THOMAS NDOKUBO PROFESSIONAL SUMMARY Customer Success & Support Lead with 3+ years of experience in SaaS and EdTech, currently leading support operations at a Swedish-based platform. Proven track record of improving customer retention, reducing response times, and translating user feedback into product improvements. Combines strong customer support expertise with fullstack web development knowledge to effectively collaborate with engineering teams and resolve technical issues. CORE SKILLS: Customer Support Operations • SaaS Onboarding • CRM Tools (Zendesk, HubSpot) Technical Support • Fullstack Web Development • UI/UX Understanding User Experience Optimization • Data Analysis & Reporting Customer Retention Strategies • Cross-functional Collaboration • Documentation (FAQs, Guides) PROFESSIONAL EXPERIENCE ­­­­­­­­­­­­­­ Customer Success & Technical Support Lead Schooltry (EdTech) – Stockholm County, Sweden (Remote)(Jan 2022-Date) • Led customer support operations serving 5,000+ active users across multiple schools, achieving a 92% customer satisfaction (CSAT) score • Reduced average response time from 6 hours to under 1 hour, improving SLA compliance by 70% • Designed and implemented onboarding workflows, increasing new user activation rate by 45% • Acted as primary liaison between customers and engineering team, contributing to 30+ product improvements based on user feedback • Reduced churn rate by 25% through proactive engagement and follow-ups with high-risk accounts • Built and maintained a comprehensive knowledge base (FAQs, how-to guides), reducing repetitive support tickets by 35% • Tracked and analyzed user issues, identifying trends that improved bug resolution time by 40% • Managed and trained a support team of X members, improving team productivity by 50% Admin Manager Transglobal Ltd, Victoria Island, Lagos. (2018 - Dec 2021) • Oversaw administrative operations including calendar management, scheduling, and resource planning. • Streamlined procurement and vendor management, reducing costs by 18%. • Developed compliance protocols aligned with data protection laws. • Digitized workflows using Microsoft 365, Slack, and Trello, boosting productivity. • Supervised cross-departmental coordination for smooth project execution. • Introduced automated tracking systems for office supplies and billing records. TOOLS & TECHNOLOGIES Zendesk • HubSpot • Intercom • Slack • notion •HTML • CSS • JavaScript • PHP • MySQL Google Workspace • Microsoft •Excel KEY ACHIEVEMENTS  Improved customer retention rate by 30% year-over-year  Successfully onboarded 100+ schools, ensuring smooth adoption of the platform  Bridged technical gaps between users and developers, leading to faster issue resolution and feature releases ADDITIONAL INFORMATION:  Strong written and verbal communication skills  Experienced in working with remote and international teams  Passionate about improving customer experience through data-driven insights EducationB.Sc (Hons) Sociology and Anthropology University of Nigeria Nsukka, 2015 CERTIFICATIONS Fullstack Web Development Certification • Skilled in HTML, CSS, JavaScript, PHP, and MySQL • Experience building and managing responsive web applications • Strong understanding of system workflows, APIs, and debugging processes RefereesAvailable upon request.