Karl J.
Senior Customer Success and Technical Support Specialist
Open to offersNew to PlatformAbout
Karl June J. is a seasoned Customer Success and Technical Support Specialist with over a decade of experience spanning SaaS, fintech, and enterprise customer service industries. He has managed end-to-end customer journeys, including onboarding, activation, ongoing support, and retention, for businesses leveraging complex SaaS platforms and financial technology solutions. At Prospend Pty Ltd, Karl June J. supported finance teams and C-level clients using spend management software, collaborated cross-functionally with Product and Engineering, and contributed to internal knowledge bases. As Onboarding Lead and Client Support Lead at Brankas Digital Technologies Inc., he accelerated client onboarding, executed product demonstrations, and optimized customer engagement, achieving measurable increases in retention. His expertise includes onboarding & training, technical support & troubleshooting, and proficiency with CRM tools such as Salesforce, HubSpot, and Zendesk.
Experience
Customer Success & Support
PROSPEND PTY LTD · 2024 — 2026Served as a primary contact for support tickets, assisting finance teams and C-level users with issues in spend management software. Worked closely with internal teams to prioritize and track technical issues, ensuring client satisfaction. Contributed to internal knowledge bases and customer-facing support documentation to enhance self-service resources. Collaborated with product and engineering teams to communicate client feedback and assist in refining features and workflows. Managed customer inquiries throughout various lifecycle stages, providing product updates and advisory support.Onboarding Lead and Client Support Lead
Brankas Digital Technologies Inc. · 2022 — 2024Oversaw the complete client onboarding process, transforming leads into paying customers and facilitating revenue growth. Executed engaging product demonstrations to highlight features and secure customer buy-in. Collaborated with Product, Engineering, and Compliance teams for smooth client integration. Established structured follow-up processes to enhance customer engagement. Identified upsell prospects and fostered client relationships for improved retention and expansion.Onboarding Associate
BARK · 2021 — 2022Delivered onboarding support to customers using email, chat, and written documentation. Aided customers in product setup and troubleshooting to ensure a seamless transition. Discovered upsell opportunities to enhance customer engagement and promote product usage. Worked with cross-functional teams to improve onboarding materials.Consumer and Community Banking – Credit Card Services
JP Morgan Chase & Co. · 2019 — 2021Provided exceptional customer service by addressing credit card-related inquiries. Conducted account health checks and offered proactive solutions to reduce disputes. Effectively communicated technical information to non-technical users.Retail Customer Service – Retail Telephone Banking Operation
JP Morgan Chase & Co. · 2016 — 2019Supported online banking, account management, and fraud claims resolution. Fostered high levels of customer retention and satisfaction through effective relationship-building.Technical & Customer Support Representative
Comcast · 2012 — 2016Resolved technical issues related to cable and internet services. Assisted with software and hardware troubleshooting to improve the customer experience.
Skills & Expertise
Education
- Masters in Business AdministrationPolytechnic University of the Philippines
- Bachelor of Business Administration, Major in Banking and Financial ManagementCebu Institute of Technology University
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