Okunlola Kabilat Odunola

We’ve all been that customer before, staring at a screen that isn’t working, waiting too long for a reply, reading a response that doesn’t actually solve the problem.

And in that moment, there’s usually only one thought running through our minds: “Maybe I should just cancel.”

When frustration and confusion take over, churn isn’t a dramatic decision, it feels like the easiest one. That’s why support isn’t just a department. It’s the line between keeping a customer and losing them, your frontline defense. Unanswered tickets, slow response times, unclear troubleshooting, or poorly documented bugs don’t just affect operations… they affect retention, brand trust, and revenue.

That’s where I come in. I'm a technical customer support experienced in helping SaaS companies deliver fast, structured, and customer-centered technical support that improves CSAT, reduces churn, and strengthens retention.

I help SaaS companies deliver reliable, structured, and customer-centered technical support via chat and email, ensuring issues are resolved efficiently, clearly documented, and turned into long-term improvements. I understand that technical support goes beyond fixing issues, it’s about protecting revenue, brand trust, and customer lifetime value. So, I investigate, troubleshoot, document, and improve systems so the same problems don’t keep happening.

With experience handling chat and email support, I specialize in:

Technical Customer Support (Chat & Email)

SaaS Troubleshooting & Issue Resolution

Ticket Management & Helpdesk Optimization

CRM & Workflow Support (Zendesk, Freshdesk, Intercom, HubSpot)

Bug Documentation & Developer Escalation

Knowledge Base & Help Centre Creation

Customer Experience Improvement

Performance Metric Optimization (CSAT, FCR, AHT, QA)

I recently worked on a SaaS product experiencing high ticket backlog causing delayed responses and low customer satisfaction scores.

Solution:

• Prioritized tickets using urgency and impact criteria

• Implemented structured response templates without sounding scripted

• Identified recurring issues and recommended FAQ updates

• Improved internal tagging for better ticket tracking

Result:

• Faster Average Handling Time (AHT)

• Improved response time

• Stronger CSAT performance

• Reduced support friction

Beyond my proficiency with TOOLS like:

Zendesk | Freshdesk | Intercom | HubSpot CRM | Salesforce |Jira | Slack| Google Workspace | Notion | Confluence | Ticketing Systems & Helpdesk Platforms | Knowledge Base Management. I bring also quick ability to learn new and emerging Saas tools.

Why Work With Me?

• I combine technical troubleshooting with empathy.

• I write clearly; you can be sure no confusing technical jargon for customers.

• I document issues in a way developers appreciate.

• I bring analytical mindset, I think beyond one ticket, I look for patterns.

• I understand SaaS metrics: CSAT, FCR, AHT, retention, churn, and what it impacts on business.

• I take ownership, customers won’t feel “passed around.”

• I focus on clarity, speed, and ownership, the three things customers care about most.

If you need a Technical Customer Support Specialist who can manage chat and email support, troubleshoot SaaS applications, improve workflows, and contribute to long-term customer experience improvements.

Send me a message about your current support challenges, whether it’s ticket backlog, churn risk, messy documentation, or scaling support operations. I’m ready to help you turn customer challenges into structured, reliable solutions.