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Free
Price per hour
min
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English
Lagos, Nigeria
Joined July, 2025
0.0
Free
Price per session
30 min
I’m a passionate CX leader with hands-on experience in customer support, team leadership and customer experience across B2B, B2C and SaaS sectors. I specialize in building efficient support processes, driving customer engagement and mentoring teams to deliver exceptional service. I believe in leading with empathy, strategy and simplicity and I'm here to help others grow in their CX journey with real-world insights and practical guidance.
At First Connect Edge, I serve as both a Customer Support Manager and Customer Engagement Specialist, where I help businesses across the world, from startups to large enterprises, deliver exceptional customer service, boost engagement and build long-term, loyal customer relationships. As a partner in this globally focused startup, I’ve contributed to building First Connect Edge into a modern BPO (Business Process Outsourcing) and customer experience hub that supports companies in managing their customer support, community management and digital engagement efforts. My role involves leading support teams, creating and optimizing systems, building scalable workflows and improving service delivery using tools like Zendesk, Freshdesk, Intercom and other top CRM platforms. I’ve also developed training structures, implemented quality assurance frameworks and driven initiatives that ensure human-centered, consistent and impactful customer experiences across multiple channels, email, live chat, social media and voice. Beyond operations, I work closely with clients to understand their customer engagement needs, helping them shape better interactions and retention strategies. We are especially passionate about helping startups scale supporting them in building solid foundations for customer support so they can focus on growing their core business while we handle their customer operations. In addition, we are currently leading the development of a globally accessible, affordable ticketing system designed to empower small and medium businesses, startups and large organizations around the world. This solution will help businesses streamline support, track customer issues and improve resolution times without the high cost or complexity often associated with traditional platforms. At First Connect Edge, we believe that every business deserves top-tier customer support, and I’m proud to be part of a team that's building solutions that are simple, scalable and globally impactful.
I’m an experienced Customer Support and Service Specialist with a strong track record of leading teams, enhancing customer satisfaction, and developing scalable support systems across various industries, including tech, e-commerce, finance, real estate, and healthcare. With a deep understanding of customer needs, I’ve successfully managed support operations in both B2B and B2C spaces, delivering exceptional service experiences and developing training, quality assurance and customer engagement frameworks. I’m skilled in using tools like Zendesk, Freshdesk, Salesforce and other support platforms to streamline workflows and boost efficiency. As a mentor, I’m passionate about helping others grow in the customer experience space offering real-world guidance, practical support strategies and leadership tips that work across industries.
Omnichannel support has been a game-changer in how I manage customer experience, especially in fast-paced and noisy markets. As a Customer Support Manager, I’ve implemented and optimized Omnichannel strategies using tools like Zendesk, Freshdesk, and Intercom, ensuring that customers receive seamless, consistent support across all platforms email, live chat, social media, phone and self-service portals. By leveraging these tools, I’ve been able to build workflows that not only streamline communication but also enhance response time and resolution accuracy. I’ve developed and deployed custom macros to help my team work faster and smarter, allowing them to resolve recurring issues with consistency and minimal friction. These pre-set responses have significantly reduced handle time and boosted our team’s efficiency. In addition, I’ve trained support teams on best practices for Omnichannel communication, teaching them how to maintain tone, quality, and clarity across multiple platforms while keeping customer context intact. In moments when no live agent is available, I’ve also set up automated responses and workflows to ensure that no customer query goes unattended. These automations have not only helped manage customer expectations but have also reduced the number of escalated tickets by providing clear, helpful information up front. The result? A support system that’s scalable, human-centered and responsive regardless of where the customer reaches out from. Omnichannel has helped us build stronger customer relationships and boost satisfaction
I’ve grown from a frontline Customer Support Specialist to Team Lead and then to Manager by doing what great leaders do: build people, systems, and culture deliberately. I don’t just manage teams. I develop them, champion them and scale them. What I’ve built and how I do it: Built high-performing customer support teams from the ground up, including identifying talent, onboarding and creating role clarity. Developed team leaders: I’ve mentored and promoted support reps into leadership roles, equipping them with coaching skills, feedback frameworks and decision-making confidence. Trained and educated the team on customer-centric practices, omnichannel consistency, use of macros/automation, escalation paths and effective communication, making sure every member knows not just the what but the why. Fueled performance with culture: I hype the team, publicly credit wins and coach through setbacks making them look good while helping them grow. Operationalized scalability: Created repeatable playbooks, standardized response macros and self-service fallback automations so the team could handle growth without breaking quality. Provided hands-on support and coaching: Regular one-on-ones, shadowing, live feedback and real-time support to ensure continuous improvement. Leadership qualities I bring to team building: Empathy paired with accountability Clear communication across roles and levels Passion for people’s growth celebrating promotions, skill development and ownership Strategic mindset: aligning day-to-day support execution with broader customer experience goals Challenges faced & overcome: High volume/noisy environments: Built resilience by standardizing processes while preserving flexibility for edge cases. Knowledge gaps and inconsistencies: Closed them with structured training, playbooks and peer mentoring. Scaling without dilution of quality: Instituted quality checks, leader cascades and empowerment so growth didn’t mean chaos. Retention & morale: Kept the team motivated through recognition, clear career pathways and psychological safety. The result: Teams that don’t just respond they represent the brand, solve problems proactively, and elevate the entire customer experience. My leadership isn’t about titles, it’s about the people I’ve built and the leaders they become.
With a strong background in customer support for SaaS companies, I’ve grown from a Customer Support Specialist into a Team Lead and later a Support Manager, driving customer satisfaction, team performance and service excellence along the way. In the fast-paced SaaS space, I’ve supported users across various product lifecycles, from onboarding to troubleshooting, while ensuring smooth communication between customers and product teams. I’ve led support operations, built high-performing teams, developed internal processes, and used tools like Zendesk, Salesforce and Intercom to optimize support delivery. I’ve navigated common SaaS challenges like managing high ticket volumes, adapting to rapid product updates and supporting global customers with diverse needs. My focus has always been on delivering personalized, human-centered service that boosts customer retention and loyalty. As a mentor, I’m here to share my hands-on experience with scaling support in SaaS environments, handling team dynamics and solving real customer pain points with empathy and efficiency.
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