Customer Support Specialist

Jeffery Coleman

404-***-****•****@**********.*** • Smyrna, GA

Professional Summary

Customer support specialist with over 3 years of experience in high-growth tech environments, including fintech. Proven track record of delivering empathetic, solutions-oriented support at scale while collaborating cross-functionally to enhance product quality and user experience. Comfortable working in regulated industries and passionate about DeFi and blockchain technology. Committed to turning user friction into delight and helping teams scale intelligently.

Core Competencies

• Zendesk & Ticketing Systems

• User Onboarding & Education

• SLA Management & First-Touch Resolution

• Cross-functional Communication

• Process Design & Documentation

• Web3 & Crypto Fluency

• Internal Feedback Loops

• Customer Advocacy

Professional Experience

Customer Experience Specialist

TechStart Inc. – Remote Feb 2022 – Present

- Provided high-volume user support via Zendesk, maintaining a 98% satisfaction score.

- Acted as the first touch point for user issues, ensuring responses met SLAs and follow-through was complete.

- Identified and escalated recurring issues to the Engineering team with detailed documentation.

- Helped rework onboarding processes in collaboration with Product and Support teams, resulting in a 20% increase in successful new user activations.

- Maintained and updated help documentation in a fast-evolving product landscape.

Customer Support Associate

PeachTech Solutions – Atlanta, GA Jan 2020 – Jan 2022

- Provided Tier 1 and Tier 2 support for a growing SaaS platform, managing up to 70 tickets per day via Zendesk.

- Developed onboarding documentation and walkthroughs for new users, reducing support requests by 25%.

- Participated in compliance-related support training, helping the team address KYC/AML questions accurately.

- Collaborated with Engineering and Product to resolve recurring user pain points and improve UX workflows.

Education

University of Illinois

Bachelor of Arts – Graduated 1998

Technical Tools

• Zendesk, Intercom, Notion, Slack, Linear

• CRM: HubSpot, Salesforce

• Docs & KB: Google Workspace, Confluence

• Web3 Tools: MetaMask, Coinbase Wallet, Etherscan

• DeFi Experience: Uniswap, Aave, Lido, bridging protocols

• Basic knowledge of smart contracts and blockchain infrastructure

Nice to Haves: Covered

• Experience in regulated fintech (compliance-aware support)

• User onboarding at a software company

• Direct use of Uniswap and other DeFi tools

• A genuine love for unicorns

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