I help US, AU, and EU companies deliver calm, accurate, brand-aligned support to their customers — without the cost or complexity of a US-based hire.
For the last 9+ years I've worked directly on customer and technical support for household-name brands: Apple (iTunes Store, email-tier quality standard), Verizon (Fiber/Digital TV/Internet, technician dispatch), AT&T/DirecTV (escalations + new-hire training), Telstra (Australian telecom billing and accounts), and most recently IoT and e-commerce operations (MySutro connected pool monitoring, UTVSource BigCommerce catalog).
I took a sabbatical between 2018 and 2019 to be with family, and another between 2022 and 2023 for personal recharge and study. Returned to client-facing work in late 2023, most recently at Charm Agency supporting two US-based SaaS and e-commerce clients.
What I bring:
- Written support that's worth reading — calm, complete, no copy-paste feel. Apple-trained.
- Real technical depth — fiber optics, mobile, IoT device setup, RMA workflows, subscription/billing edge cases.
- E-commerce operations — BigCommerce product uploads, pricing, inventory, supplier coordination.
- Tools I already live in — Google Workspace (Sheets/Docs at working speed), CRMs, RMA systems, helpdesk platforms.
- Hours that flex — PHT timezone gives full overlap with US Pacific morning and full AU business-day coverage.
- Floor Support experience at iQor means I can train new hires or document processes, not just take tickets.
I don't disappear mid-project, I don't miss deadlines, and I document what I do so the next person (or you, six months from now) can pick it up. References from my last two US-based clients available on request.
Rate: $8–10/hr depending on scope. Open to a short paid trial for the right fit.
