Kingsley Osuji

KINGSLEY OSUJI Lagos, Nigeria | Open to Remote SaaS, E-commerce & FinTech Customer Support Roles Professional Summary Customer Support Specialist with 3+ years of experience across SaaS, e-commerce, and fintech industries. Skilled in handling high-volume support (80+ tickets/day) via Zendesk, Intercom, and Freshdesk, with a 95% first-contact resolution rate and 4.8/5 CSAT. Experienced in subscription management, payments (Stripe, PayPal), digital wallets, and API troubleshooting. Proven record of reducing churn, boosting retention, and improving customer experience in fast-paced global startups. Core Competencies • SaaS & E-commerce Customer Support (Shopify, WooCommerce, Stripe, PayPal) • FinTech Support | Digital Payments | Wallets | Transaction Disputes • Ticketing Systems & CRM (Zendesk, Intercom, Freshdesk, HubSpot,) • Subscription Management | Billing | Refunds | Chargebacks • API Troubleshooting | Knowledge Base Optimization | Escalation Management • SLA Compliance | CSAT Improvement | Customer Retention Strategies • Communication | Empathy | Process Documentation | Team Collaboration Professional Experience Customer Service Representative​ Megapari/Global Platform – Remote (International) | Mar 2024 – May 2025 ​ • Resolved 95% of user inquiries on first contact across email, chat, and phone, improving CSAT by 20%. • Managed 50+ daily support tickets in Zendesk & Intercom with 98% documentation accuracy. • Collaborated with product & tech teams to identify recurring bugs, reducing complaints by 30% in 3 months. • Maintained a 4.8/5 CSAT through empathetic, proactive support in high-pressure environments. • Reduced churn by restoring service for frustrated subscription users, directly increasing retention. Customer Support & Administrative Assistant Zeon Dynamic – Remote | Sep 2023 – Feb 2024 • Handled 50+ daily SaaS/e-commerce support requests via email & live chat, cutting response time by 40%. • Resolved billing disputes, refunds, and subscription issues, ensuring customer trust and satisfaction. • Used HubSpot, Intercom & Zendesk to log issues, track tickets, and provide accurate follow-ups. • Delivered professional support that improved customer satisfaction and brand reputation. • Supported executives with inbox management, scheduling, and document organization. Customer Support Specialist (FinTech Support)​ Looftech – Remote (Nigeria) | Jan 2022 – Aug 2023 • Delivered front-line support for digital payments, wallets, and online transactions, handling 100+ daily inquiries. • Resolved payment failures, subscription billing issues, and account access problems, maintaining 95% SLA compliance. • Guided customers in using Looftech’s FinTech platform and mobile app, reducing repeat inquiries by 25%. • Escalated transaction disputes and API errors to technical teams, ensuring swift resolution. • Provided empathetic, compliant financial service support, maintaining a 4.7/5 CSAT rating. Tools & Software • Customer Support & CRM: Zendesk, Intercom, Freshdesk, HubSpot • E-commerce & Payments: Shopify, WooCommerce, Stripe, PayPal • FinTech Platforms: Digital Wallets, Online Payment Systems • Collaboration: Google Workspace, Microsoft Office, Slack, Zoom, Discord • Project Management: Trello, Asana, Monday.com Education & Certifications • B.Sc. Mass Communication – Imo State University, Owerri (2019) • Technical Support & Virtual Assistant Training – Digital Witch (2022) • Virtual Assistance Training – ALX Africa (2024)