Hire the Best Intercom Specialists

Most support hires only clear your backlog but I clear your backlog, identify what's causing it, brief your product or engineering team, and build the documentation that stops those tickets from coming back and your support operation improves every week, not just gets maintained. I work with SaaS companies and B2B tech platforms that need someone who can step in immediately, handle complex technical issues without escalation chains, and deliver the kind of customer success experience that keeps users from churning in the first 90 days. What I bring that most support specialists don't: I understand SaaS products at a functional level. I can read error logs, reproduce bugs, write clear reproduction steps for engineering, and explain technical fixes to non-technical users in the same day, without back-and-forth. In past roles, I have managed 150+ tickets per week while maintaining a CSAT score above 95%. That cuts your resolution time and protects your retention. WHAT I HANDLE ⚡ Ticket & Email Support High-volume inbox management, real-time triage, and full end-to-end resolution across Zendesk, Freshdesk, Intercom, and Gorgias. No loose ends. SLA-aware from day one. 🔧 Technical Troubleshooting & Bug Reporting I diagnose platform issues, guide users through fixes, write structured bug reports for dev teams, and track patterns that reveal product gaps, reducing repeat contacts and backlog growth. 🚀 SaaS Onboarding & Customer Success I walk new users through your product with clarity, cutting time-to-value and reducing early churn before it shows up in your monthly metrics. A smooth onboarding is your first customer success win. 🔥 Escalation & Retention Handling Refund requests, frustrated enterprise customers, high-stakes conversations handled with a calm, solutions-first approach that protects the relationship and your revenue. 📚 Help Center & Knowledge Base I convert recurring issues into structured FAQs, help articles, and response templates building a self-serve layer that reduces inbound volume over time. Every case I close makes your documentation stronger. TOOLS Zendesk · Freshdesk · Intercom · Gorgias · HubSpot CRM · Jira · Confluence · Notion · Slack · Google Workspace · RingCentral WHY SAAS TEAMS WORK WITH ME → I resolve issues on first contact, reducing repeat tickets and protecting your CSAT score → I surface product patterns from support data and your product team gets actionable bug reports, not noise → I document everything and your knowledge base grows automatically as I work → I communicate in plain language across customers, engineers, and product managers → Available immediately for full-time, part-time, or short-term coverage If you're running a SaaS or B2B platform and need a customer support and customer success specialist who thinks beyond the ticket queue send me a message let's talk.

Hi, I’m Geogen 👋 Most support specialists answer tickets; I optimize the entire ecosystem. ;) By merging a background in AI Engineering with a consistent track record of high-level technical support, I bridge the gap between complex API technicalities and seamless human experiences. I don’t just solve problems—I build the automation that prevents them. 📊 Impact by the Numbers Top-Rated Plus Status: Recognized in the top 3% of talent on Upwork for consistent excellence. 15% Escalation Reduction: Designed custom Intercom-to-ClickUp workflows that solve bugs at the source. 30k+ Users Managed: Scaled technical support operations across global B2B and B2C SaaS platforms. 7-Year Technical Tenure: Deep experience ranging from Senior Data Auditing to Product Support Management. 🚀 My Growth-First Approach CX Strategy & Audit: Identifying "silent growth killers" in your funnel to increase NPS and retention. Technical Implementation: Deep-tier debugging of REST APIs, Webhooks, and custom Python/JS environments. AI Operations: Architecting agentic workflows and training AI models using NotebookLM and custom datasets to streamline support. Process Improvement: Bridging the gap between C-Level goals and Engineering teams to ensure product feedback is actionable. 🛠 Technical Ecosystem CRMs & Ticketing: Intercom (Expert), Hubflo, HubSpot, Zendesk, Freshdesk, and Zoho. Automation & Data: Zapier, Python, SQL, JS, and PHP. Project Management: ClickUp, Jira, Monday, and Trello. All I can do is growth, nothing more. ;) Your customers’ success is my success. If you are ready to remove the friction and build a smoother path to your growth, let’s connect!

Are you overwhelmed with tech/saas expert, customer support, tech queries, billing issues, or email customer service specialists? Let me take the weight off your shoulders. I'm Muhammad Owais, a Customer Service & Technical Support Specialist with over 7 years of hands-on experience helping SaaS, E-commerce, and B2B startups run smooth, scalable support operations. From Zendesk configuration to dispute resolution, I bring structure, speed, and strategy to your customer service stack. Worked for many companies as a virtual assistant. 💬 Tech Support (Tier 1 & Tier 2) •⁠ ⁠Deep experience in SaaS & Blockchain support •⁠ ⁠Helpdesk setup & ticket workflows (Zendesk, Freshdesk, Intercom, Gorgias) •⁠ ⁠Troubleshooting, onboarding, and knowledge base creation ✅ WHAT I DO BEST: 🛒 Shopify & E-commerce Support •⁠ ⁠Order tracking, subscriptions, refunds, chargebacks •⁠ ⁠Store admin: fulfillment, inventory, vendor management •⁠ ⁠Tools: Shopify, ShipStation, WordPress, PayPal, Stripe, Thrivecart, PaykickStart 💼 CRM & Admin Automation •⁠ ⁠Proficiency with Salesforce, Zendesk, Freshdesk, Intercom, Gorgias, & GHL. •⁠ ⁠Integration via Zapier, Jira, ClickUp, Asana, Make •⁠ ⁠Custom workflows, reporting dashboards, and email automation 💳 Billing & Chargebacks •⁠ ⁠Dispute management (Stripe, PayPal, Klarna, Airwallex) •⁠ ⁠VAT/Tax queries, custom invoicing, and refund processing •⁠ ⁠Documentation for policies, receipts, and preventive strategies 🛠 SaaS Documentation & Internal Content •⁠ ⁠FAQs, SOPs, Help Center articles, tutorials •⁠ ⁠Workflow documentation & internal team training guides 🏅 WHY CLIENTS LOVE WORKING WITH ME: ✔️ 7+ years in Customer Support & SaaS Ops ✔️ Complete CRM Support & Setup ✔️ Fluent, reliable, and extremely organized ✔️ 99% Job Success on Upwork ✔️ 🏆 Top Rated Plus — top 1.5% talent ✔️ 75% of clients return long-term ✔️ Trusted by teams at HackerRank, LastPass, Tumblr, ImagineLearning & more

I believe in providing the kind of support that's so good your customers will tell their friends about it--and providing you the tools you need to make this happen. Looking for assistance in getting your help desk, CRM, or sales software configured from A-to-Z? I'm here for you and your business! I have more than 10 years of experience implementing customer service software for projects large and small--including for teams using phone, email, social media platforms, and chat. In addition, I believe customers judge us not on the mistakes we make, but on the type of resolution we provide for them. Often times, how we fix a customer's problem is an opportunity to gain their trust for life. I love digging into an existing implementation and looking for ways your team can be more efficient while still keeping personal touches. I excel at automation and workflow configurations and improvements. I have expertise in all major customer service systems, including Gorgias, Hubspot Service Hub, Freshdesk, Intercom, Zendesk, Front, eDesk, Zoho, Helpscout, WordPress, Podio, Pylon, and more. I also specialize in channels like Slack Connect, LinkedIn messaging, Instagram and Facebook messages, SMS, phone, voice, and more. I am also an expert at sales CRMs, including Pipedrive, HubSpot Sales Hub, Freshsales, Zendesk Sell and Zendesk Sales Suite, Salesmate, and more. Additionally, I have expert-level experience in implementations of Shopify, ShipStation, ReCharge Apps, Bold Subscriptions, ClickUp, Asana, Google Keep, MS Office, QuickBooks, WaveApps, and numerous other cloud-based solutions. I also have substantial expertise in Zoom, Skype, Microsoft Teams, and Slack for any remote team/work consultations. Finally, automation with systems like Zapier and Make are one of my key specialities. They connect anything to everything! If you can dream it, I can build it. Some popular platforms I connect are phone systems like Aircall or Justcall and signing platforms like PandaDoc. One of my key projects has been leading a customer service team for a startup coffee subscription company, which experienced 450% growth in its first year. I also personally provided, for several years, luxury customer service for an independent hotel that, according to TripAdvisor, is one of the "Top 10 rated" properties in its country. One white-glove service I also offer, on a limited basis, is expert-level customer service for high-end clients for short-term events (such as before, during, or after a Kickstarter launch). I also have a separate team of people providing fractional customer service--please ask me about this! No matter your product or service, I will study all documentation you send me to become an expert so that I can provide exemplary, tailored service for your project. I do not shy away from projects that require technical knowledge, either. In addition, I am a native English speaker and a fluent Spanish speaker. Whenever I take on a project, I work to meet and exceed all expectations and requirements, and I always meet or beat a deadline. Let's provide your customers with support they'll rave about to their friends.

✨"Ify was an outstanding asset to our Customer Support team." - Alexis Maphis (Head of Customer Support) at Confetti DBA Wekudo Tech, USA. ✨"Ify turned frustrated customers into loyal ones. Over the phone, over email, over chat. Every time!" - Lecha Kelly ( Customer Support Manager) at Dynamics Athletics Kelowna, CA. I'm Ify, a customer support specialist with 5+ years of experience across SaaS, health and wellness, e-commerce, and virtual events. I don't just close tickets. I make sure customers walk away feeling confident, heard, and ready to keep doing business with you. Across every role I've held, I've handled the full support cycle: onboarding new users, troubleshooting issues in real time, managing complaints with empathy, and following problems all the way through to resolution. I've worked across live chat, email, and phone and I bring the same warmth and professionalism to every channel. If you're looking for someone who shows up ready, works independently, and genuinely cares about keeping your customers around, that's exactly what I bring. 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗜 𝗛𝗮𝘃𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁𝗲𝗱 & 𝗪𝗵𝗮𝘁 𝗧𝗵𝗲𝘆 𝗗𝗼: ✅Confetti DBA Wekudo Tech (SaaS Event Technology, USA): Supported organizers and attendees using a virtual event platform. Resolved technical issues via email and chat, guided users through platform features, and ensured seamless event experiences for clients and participants. ✅ Pennbrook Management (Property Management, Pennsylvania, USA): Provided customer support for tenants and property owners. Managed maintenance requests, lease inquiries, account updates, and general resident communications while maintaining high service standards. ✅Innacos Labs (Cosmetic Manufacturing & White Labeling, Indiana, USA): Assisted B2B and retail customers with product inquiries, order management, shipping updates, and white label manufacturing requests. Delivered timely support across email and phone while helping clients navigate the production process. ✅ Luspada Europe (B2B Wholesale and DropShipping, EU): Delivered multilingual customer support and managed order logistics across multiple European markets. Cut average resolution time by 30% through efficient coordination and internal documentation. ✅ Instantly.ai (SaaS, US): Supported users of a cold outreach automation tool. Helped boost onboarding completion rates by 18% and maintained sub-4hr response time for campaign-related technical support. ✅ Cytech Nigeria (ICT & Telecom, NG): Managed technical support, product education, and CRM updates for B2B and enterprise clients. Improved customer satisfaction by enhancing internal ticket tracking and follow-up. ✅ Trim Docs (Telehealth – GLP-1 Weight Loss, US): Handled sensitive patient communications, form intake, and telehealth support. Maintained 95%+ satisfaction score while coordinating scheduling and doctor follow-ups. ✅ Green Health Docs (Medical Marijuana Certification, US): Guided patients through telehealth consultations and certification processes. Cleared 40% of backlog in first month and improved patient clarity through tailored support responses. ✅ Veriheal (Medical Marijuana Certification, US): Delivered high-volume HIPAA-compliant support via chat and email. Helped thousands of users navigate legal and medical requirements. Averaged 4.8/5 CSAT across several support campaigns. ✅ Hush Blankets (eCommerce, US & CA): Resolved order, delivery, and return issues for a premium sleep product brand. Helped reduce escalation rates by 20% by improving first-contact resolution and delivery tracking with ShipStation. ✅ iHeartFruits (DTC eCommerce, US): Supported order fulfillment and customer communication for a fruit-based snack company. Maintained peak season response times under 3 hours and managed subscription and refund inquiries efficiently. Experienced with Zendesk, Gorgias, Freshdesk, Intercom, Help Scout, Helpcrunch, Salesforce, Zoho CRM, HubSpot, Shopify, WooCommerce, ShipStation, Google Workspace (Gmail, Docs, Sheets, Meet), Microsoft Office (Word, Excel, Outlook), Trello, Notion, Slack, WhatsApp Business, Telegram, Instagram, TikTok ✨Let's Connect! I am eager to bring my expertise to your team and contribute to the success of your customers.

Achievements and what you can expect from me: - Created automated support that has assisted 261,410 combined customers in multiple languages. - Saved companies $115,056 combined by using automated support to lower demand. - Directly solved 8372 tickets through various support channels. Having also been a part of a winning customer support team that regularly achieved a 95% customer satisfaction score gave me great insights into how to achieve high customer satisfaction with automated support and how to appropriately escalate support requests to support agents. I can help you with: - Intercom set up - Audit - Import data - Add support channels - Messenger set up - Inbox setup - Team inboxes - Tickets - Macros - Help center set up - Fin AI - Audit - Feed content - Improve results - Proactive/outbound support - General Intercom consultation - CS Report + Intercom weekly report + Fin Cost Savings Calculator - Intercom guides + CS guides I would love to connect to understand your issues, provide insights, and help improve your customer experience!