Senior Customer Support Specialist (SaaS)

JAMIE BURNS

Leland, NC • 910-***-**** • *************@*****.***

PROFESSIONAL SUMMARY

Customer Support Specialist with 10+ years of experience owning inbound support requests with speed, precision, and ownership in high-growth technology environments. Proven ability to troubleshoot complex product and technical issues, write clear customer-facing help content, conduct live demos and troubleshooting sessions, and scale support operations through documentation and process improvement. Thrives in fast-paced, ambiguous environments where urgency, ownership, and good judgment matter. Familiar with AI-powered platforms and experienced with Zendesk, Salesforce, Intercom-adjacent tools, and internal CRM systems in fully remote environments.

CORE COMPETENCIES

Inbound Support Operations: Inbound request ownership, Intercom, Front, Zendesk, ticket management, speed and precision resolution

Technical Troubleshooting: Product issue diagnosis, escalation to Engineering and Product, root cause analysis, SLA management

Content & Documentation: Help center articles, FAQs, guides, product-specific documentation, knowledge base development

Live Customer Engagement: Live demos, troubleshooting sessions, product walkthroughs, customer trust building

AI & SaaS Familiarity: AI-powered product awareness, SaaS platform support, B2B customer experience, high-growth startup environment

PROFESSIONAL EXPERIENCE

Zillow / ShowingTime Senior Customer Support Specialist (Contract, Remote) 10/2024 – 03/2026

•Owned inbound customer support requests across multiple channels with speed and precision, consistently resolving complex product and technical issues within defined SLA windows.

•Conducted live troubleshooting sessions with customers to walk them through platform features, resolve issues in real time, and build confidence and trust in the product.

•Wrote and maintained internal knowledge base content and customer-facing documentation ensuring accurate, up-to-date resources that reduced repeat contact rates.

•Escalated technical product issues to engineering and product teams with detailed written documentation, enabling faster resolution cycles and improved platform stability.

•Operated with urgency and ownership in a high-volume, fully remote environment, consistently meeting quality and performance benchmarks without close supervision.

TSYS Managed Services Customer Success Manager – Fraud Department (Remote) 02/2021 – 09/2024

•Owned end-to-end inbound support relationships for financial institution clients in a high-stakes B2B SaaS-adjacent environment, resolving complex technical and compliance issues with speed and precision.

•Demonstrated strong ownership and judgment in ambiguous situations, making decisions under pressure without waiting for consensus or perfect clarity.

•Wrote and maintained process documentation, escalation guides, and workflow instructions used across the team for onboarding and operational consistency.

•Collaborated cross-functionally with IT, Product, Compliance, and Operations teams to resolve systemic issues, acting as the internal voice of the customer throughout.

•Trained and mentored new team members on support workflows, documentation standards, and customer communication best practices, contributing to scalable support operations.

Elite Renovations and Roofing Project Manager 03/2015 – 02/2021

•Managed complex client engagements with ownership and urgency, making independent decisions under pressure and communicating clearly across diverse stakeholder groups.

Clutch Connection Office Manager 07/2006 – 10/2010

•Managed daily operations, customer support, and documentation in a fast-paced environment requiring accuracy, efficiency, and independent ownership of outcomes.

EDUCATION

Bachelor of Science in Clinical Psychology (In Progress, Expected 2026)

Post University

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