Joy Osah
Customer Support Specialist & Virtual Assistant
Four years of banking-grade customer service — high-volume, high-stakes, resolved with care. I help startups and small teams keep every customer conversation on track across chat, email, and phone.
Support that solves the problem — and keeps the customer.
I started out in banking, where a single conversation might mean a frozen account, a failed transfer, or someone using digital banking for the very first time. Four years and thousands of interactions later, I've learned that good support is rarely about the script. It's about staying calm, listening closely, and getting the person safely to the other side of their problem.
Now I bring that same rigor to startups and small businesses growing their customer base faster than their support can keep up. I'm fluent in the tools modern teams run on — Zendesk, Intercom, Gorgias, Freshdesk, HubSpot — and comfortable owning the inbox, the chat queue, and the quiet operational work that keeps customers happy and founders free to build. I stay current, too: AI and productivity tools are part of how I move faster without losing the human touch.
Exceptional customer support isn't just about solving problems. It's about building trust, creating good experiences, and helping a business grow through every interaction.
Three ways I keep customers cared for.
Own email, live chat, and phone support end to end. I resolve account, billing, product, and technical questions, keep response times low, escalate the genuinely hard cases cleanly, and document everything so nothing slips.
- Multi-channel support — email, live chat, phone
- Fast first responses and full resolution
- Ticket triage and clean escalation
- Help-center articles and reusable macros
- Replies written to protect CSAT
The recurring operational work that pulls founders away from building. Inbox and calendar management, data entry, order processing, light research, and reliable follow-through — organized, on time, and low-supervision.
- Inbox and calendar management
- Data entry and accurate documentation
- Order and request processing
- Research and clear summaries
- Process and task tracking you can trust
Support that looks ahead, not just behind. I help onboard new customers, answer product questions before they turn into tickets, and give one-time buyers reasons to stay.
- Customer onboarding and welcome flows
- Proactive check-ins before problems grow
- Product Q&A that reduces ticket volume
- Retention and thoughtful follow-up
- Customer feedback looped back to the team
A toolkit built for modern, remote support.
Helpdesk, CRM & commerce
Zendesk
Intercom
HubSpot
ShopifyProductivity, collaboration & AI
Google Workspace
Microsoft 365
Slack
Zoom
Canva
ChatGPTSupport channels
Strengths
Where I've done the work.
- Handle 50+ customer interactions daily across email, chat, and phone.
- Resolve account, transaction, and digital banking issues with speed and accuracy.
- Guide customers through digital banking products and self-service tools.
- Escalate complex cases cleanly and keep clear, accurate records.
- Hold quality standards consistently, even under high volume.
Certified, and always learning.
TEFL Certification — Distinction
Teaching English as a Foreign Language · 120 hours
View certificateB.Sc. (Ed.) Business Education
Rivers State University
Continuous learning
Self-directed study in AI tools, productivity systems, and customer success — staying current with how great support gets delivered.
Let's talk about your customers.
Hiring for a support or virtual assistant role, or need a reliable pair of hands for your customer inbox? Send a note — I reply within one business day.
joyosah20@gmail.com LinkedIn
linkedin.com/in/joy-osah
Port Harcourt, Nigeria · Remote worldwide