Janie N.
Mid-Level SaaS Customer Success Supervisor
Open to offersNew to PlatformAbout
Men N. is a seasoned Customer Service Specialist with a substantial background in the SaaS industry at GemCommerce Inc. Her journey began as a Customer Support Specialist from 2018 to 2019, where she efficiently handled approximately 10,000 user inquiries through various platforms such as live chat, email, and social media. She was instrumental in gathering and forwarding customer feedback to the product team and collaborated regularly with third-party app support teams and Shopify agents. From 2020 to 2022, Men advanced to Customer Support Supervisor, overseeing a team that consistently achieved top performance. She was responsible for addressing urgent cases and establishing positive relationships to improve user reviews. As a Customer Success Supervisor in 2023, Men led a team of 15 members, enhancing customer service standards, improving processes, and integrating customer insights into product development. With proficiency in HTML and CSS, and an in-depth understanding of the Shopify system, she continually fosters a high-performing, customer-centric environment.
Experience
Customer Success Supervisor (Night Shift Remote)
GemCommerce · 2023 — 2024Oversaw the performance of a 15-member Customer Success team, ensuring that KPIs including response time, service quality, ticket volume, and positive reviews were consistently met or exceeded. Engaged in recruitment and onboarding processes, providing training on workflows, product knowledge, and customer success competencies for new team members. Provided direct support in customer interactions, particularly handling complex or escalated cases for effective resolutions. Collaborated with product and marketing teams to enhance processes, share customer insights, and contribute to product development by relaying user feedback. Monitored team progress, offering coaching and mentorship to cultivate a positive, high-performing culture. Enhanced customer service standards to align with company objectives and values.Customer Support Supervisor
GemCommerce Inc · 2020 — 2022Oversaw team members, offering assistance as required. Communicated performance targets clearly to ensure alignment with team goals, leading to team members consistently ranking among the top support agents. Addressed urgent escalated cases by providing effective solutions for all issues. Fostered constructive relationships with challenging users to encourage a shift in their perceptions, leading to revised product reviews. Contributed to the development of KPIs and the skillsets for support agents. Conducted weekly performance evaluations based on the KPI system and played a role in developing interview questions and participating in the recruitment of new support and QA agents. Collaborated with the technical team to deliver proactive solutions and partnered with the marketing team on annual events. Authored and updated HelpCenter articles and created internal documents related to refunds and cross-team processes. Provided QA feedback to support agents to enhance their capabilities and coached new support team members.Customer Support Specialist
GemCommerce Inc · 2018 — 2019Responded to approximately 10,000 conversations through live chat, email, ticket system, Shopify community, and Facebook group, addressing user inquiries related to technical issues, billing, and Q&A for newcomers. Collected structured customer feedback, including usability issues and feature requests. Submitted user insights to the Product team using internal forms. Assisted the marketing team in researching customer habits for annual events. Engaged with third-party support teams to facilitate necessary migrations for shared users. Coordinated with Shopify agents to process user tickets.
Skills & Expertise
Education
- Educational backgroundForeign Trade University
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