I've been doing remote customer support for SaaS and fintech companies for over 5 years now, SaaS mostly,
some fintech, always fast-moving, always a mix of people who need hand-holding and people who need you to
just fix the thing already. I've handled well over a thousand customer conversations at this point, kept my
resolution satisfaction above 95%, and gotten pretty fast at responding even when things get busy. I also host on
Airbnb myself, which honestly might be some of the best training I've had, nothing prepares you for an 11pm
lockout message or a guest changing their booking an hour before check-in quite like living through it yourself.
That's where a lot of my patience comes from, if I'm honest. I'm based in West Africa but I work ET/EST hours
without issue, and I've built a habit of documenting things properly, not just for compliance but because the next
person handling that ticket (or that customer, next time around) actually needs it to make sense. At the end of the
day my approach doesn't really change based on the channel, chat, email, phone. Whatever, I just try to stay level
headed, follow what the process actually calls for, and remember there's a real person waiting on the other end
who just wants their problem solved.