Clinton

CLINTON TOBECHUKWU EKWUNIFE
Customer Support Manager | Technical Support | Client Onboarding
Telegram: @clintonTE | [відкрити контакти](див. вище в блоці «контактна інформація») | Dublin, Ireland

SUMMARY
Customer Support Manager with 7+ years of remote experience across B2B SaaS, fintech and travel (OTA)
platforms. Led a three-person team across the USA and Canada on a global payroll platform, handling 400+ weekly
enquiries at 92%+ CSAT and cutting average onboarding time by nearly 30% (14 to 10 days). Earlier held 95%+ CSAT
at Hospitable while handling 70+ daily phone and email interactions. Skilled at complex escalations, de-escalation,
and process improvement.

CORE SKILLS
• Crisis De-escalation • Ticket & Case Management
• Technical Support & Troubleshooting • SLA Management
• SaaS & Product Support • Process Improvement
• Call Center Operations • Cross-functional Collaboration
• Customer Onboarding

EXPERIENCE
Customer Support Manager at Playroll (Remote - North America) May 2023 – Sep 2026
• Led a three-person support team across the USA and Canada on Playroll's EOR, contractor, and global payroll
platforms, resolving 400+ weekly enquiries at 92%+ CSAT and an 80%+ First Contact Resolution (FCR) rate.
• Recruited, interviewed, and onboarded 2 remote support agents, integrating them into daily workflows and
team SOPs.
• Cut average client onboarding time by nearly 30% (from 14 to 10 days) and raised documentation completion
rates across Playroll's global onboarding.
• Partnered with Product and Operations to analyze recurring ticket trends and turn customer feedback into
workflow changes, reducing common support requests by 22%.
• Resolved complex payroll discrepancies and payment escalations with internal teams, meeting 24-hour SLA
targets for critical cases.
• Coached newly appointed support managers on escalation handling, case prioritization, and communication
standards.
Customer Support & OTA Operations Specialist at Hospitable (Remote – USA) Feb 2020 – Apr 2023
• Handled 70+ daily phone, live chat and email interactions, guiding Airbnb, Booking.com, and Vrbo hosts and
guests through platform and booking issues.
• Ranked in the top 10% of support specialists globally for First Response Time (FRT) and Time to Resolution
(TTR), while maintaining a 95%+ CSAT.
• De-escalated and resolved booking disputes, payment discrepancies, and check-in failures during peak travel
cycles, protecting host revenues and guest satisfaction.
• Partnered with Product and Engineering to log, reproduce, and track technical bugs, reducing recurring ticket
volume.
Customer Support Agent at Invest Bamboo (Remote – Africa) Apr 2019 – Jan 2020
• Guided new users through onboarding and product education, contributing to a 28% increase in platform
engagement within one year.
• Resolved 50+ weekly enquiries on account access, deposits, withdrawals, verification, and investment
products, tracking follow-ups in HubSpot CRM.
• Identified root causes of complaints, escalated product concerns, and shared customer feedback with
internal teams to reduce recurring issues.

TOOLS & TECHNOLOGIES
Helpdesk & Ticketing: Zendesk (ticket management, escalations, SLA tracking) | Intercom (live chat) | Freshdesk
CRM: HubSpot CRM (customer records, follow-up tracking) | Salesforce | Zoho CRM | Microsoft Dynamics 365
Issue & Project Tracking: Jira (logging and tracking bugs with Product and Engineering) | Asana | Notion
Reporting & Analytics: Power BI (CSAT, FCR and SLA reporting)
Collaboration: Slack | Microsoft Teams | Google Workspace

CERTIFICATIONS & TRAINING
• HubSpot Service Hub Certified
• Zendesk Administrator Certification, Zendesk