Felix Maru, Customer Support Specialist

My Story

Who I Am

A tech problem-solver with a passion for automation and efficiency

I'm Felix Maru, a Customer Support specialist in Nairobi, Kenya, with 5+ years turning frustrated users into loyal advocates, 95% first-contact resolution and 92%+ CSAT across SaaS, Shopify, and enterprise environments.

What sets me apart is what I do between the tickets, I build the systems behind great support. From enterprise ICT across 30+ branches to a US-based SaaS & Shopify CX provider, I pair support with automation and web skills (n8n, GoHighLevel, Claude, Shopify) so the teams I join scale without scaling headcount.

My mission: To be the person you can rely on to get things done, reduce stress, and keep everything running efficiently.

Core Strengths

Integrity, I do what I say I'll do
Adaptability, any stack, any time zone
Troubleshooting, calm and methodical under pressure
Communication, clear, kind, and timely

Customer Support

Support That Actually Helps

5+ years on the front lines, 95% first-contact resolution, 92%+ CSAT, and a track record of turning frustrated users into loyal advocates

💬

Multi-Channel Support

Phone, email, live chat, and ticketing systems, I've handled them all at high volume across SaaS, Shopify apps, ERP platforms, and enterprise IT environments. Always responsive, always human.

Help Scout Zendesk Jira Intercom Live Chat

↑ 95% first-contact resolution · ↑ 92%+ CSAT score

🛍️

SaaS & Shopify App Support

Deep technical assistance for Shopify merchants and SaaS users, checkout configurations, third-party app integrations, inventory sync issues, API troubleshooting, and store optimization. 80% of cases resolved within 30 minutes.

Shopify Apps API Debugging Checkout Setup Integrations

↑ 80% cases resolved within 30 minutes · ↑ 15% renewal rate boost

📚

Knowledge Bases & Documentation

I write user guides, FAQs, and troubleshooting playbooks so customers can self-serve and teams can onboard faster. Built knowledge bases for Knoema, Ellipsis Shopify App, and internal teams at Hand in Hand, reducing support ticket volume significantly.

User Guides FAQs Training Manuals Help Center

↓ 30% support ticket volume · improved onboarding efficiency

🎯

Customer Success & Retention

Beyond ticket-closing, I handle billing questions, manage subscription changes, gather feedback, and feed insights back to product and engineering teams. Customers stay because they feel heard.

Billing Support Account Management CSAT Tracking VOC Feedback

↑ 15% renewal rates · ↓ 25% recurring issues

What I Do

Support First: Engineering Behind It

A customer support specialist with a builder's toolkit. One hire with the range of a small team.

01 · Core

💬

Customer Support & CX

5+ years on the front lines across SaaS, Shopify, and enterprise IT, multi-channel, calm under pressure, turning frustrated users into advocates.

↑ 95% first-contact resolution · ↑ 92%+ CSAT

02

🤖

AI & Support Automation

AI-powered pipelines that triage tickets, draft responses, detect escalations, and pull from the knowledge base, cutting handle times.

n8nClaudeOpenAIZendesk

03

🔁

CRM & Workflow Automation

GoHighLevel, Pipedrive and HubSpot build-outs, pipelines, follow-up sequences, and the integrations that connect your whole stack.

GoHighLevelPipedriveZapier

04

🛍️

Websites & E-commerce

Shopify and WordPress builds plus CRO/SEO that fix why a site under-converts, backed by real merchant support experience.

ShopifyWordPressHTML/CSS/JS

05

📊

Analytics & Quality

The measurement behind good CX, CSAT and resolution tracking, reporting dashboards, and the data that proves what's working.

Power BIGA4Dashboards

06

🖥️

IT Support & Systems

Enterprise ICT background, Microsoft 365, Active Directory, networking, supporting 200+ users across 30+ branches. The technical depth under it all.

Microsoft 365Active DirectoryNetworking

Testimonials

What People Say

Five-star reviews from clients, colleagues, and managers

⭐ Five-Star Reviews · 📈 92%+ CSAT · 🎯 95% First-Contact Resolution

★★★★★

"The chat with Felix was excellent! He was very helpful, professional, and quick to address my concerns."

D

Daniela R.

Satisfied Customer

★★★★★

"Felix built us an n8n workflow that automatically routes support tickets, drafts responses with AI, and escalates critical issues. Cut our response time in half."

R

Rachel K.

Head of Support

★★★★★

"I know you've had a lot on your plate this week, and you've handled it all like a champ. Well done man! Your dedication and hard work don't go unnoticed, I truly appreciate you!"

x

J.C.

Executive Leader, US SaaS company

★★★★★

"This is by far the most well-supported project I have ever had the pleasure to work with."

C

Christine W.

Upwork

★★★★★

"Structured knowledge base now resolves issues faster. Felix ensured clear, accessible, updated documentation."

N

Nina P.

Technical Support Lead

★★★★★

"Absolutely outstanding support! Felix and team helped us fully protect our forms against bots."

J

Jessy H.

Shopify Customer

Show All 21 Reviews →

LinkedIn · Email · Slack · Skype · WhatsApp

Shout-outs & Recommendations

Just a few of the 40+ I've received across LinkedIn, email, Slack, Skype, and WhatsApp. Out of respect for the senders I keep the rest private, but I'm glad to share them with you directly.

Leave a Review on LinkedIn →

Expertise

Skills & Tools

A broad stack built across 5+ years of hands-on delivery

💬 Customer Support & Technical

Customer Support (Phone / Email / Chat)100%

SaaS & Shopify App Support99%

Ticketing Systems (Help Scout, Zendesk, Jira)99%

Troubleshooting & Bug Resolution99%

Knowledge Base & User Documentation99%

Microsoft 365 Administration98%

HTML / CSS / JavaScript97%

Billing, Subscriptions & Account Management98%

Escalation Management & QA99%

⚙️ Automation & AI Stack

n8n Zapier Claude ChatGPT OpenAI API AI Agents / LLM Flows GoHighLevel Pipedrive HubSpot Close CRM ClickFunnels Instantly.ai Smartlead.ai Clay Apollo.io LinkedIn Sales Nav

📊 Automation & Integration

CRM Management & Automation99%

Cold Outreach & Lead Systems96%

Email Campaign Management98%

Webhooks & API Integration97%

🏢 Enterprise ICT & Infrastructure

The technical foundation under the support work, built across enterprise ICT roles supporting 30+ branches and 200+ users. It's why I can troubleshoot deep, not just deflect tickets.

Active Directory (Local + Azure AD) Azure Fundamentals (AZ-900) Windows Server LAN / WAN & VPN Firewalls & Network Security MS Dynamics ERP / Navision SharePoint Admin Power BI & Data Reporting Data Backup & Recovery IT Policies & Cybersecurity Cloud Storage (NAS / SAN / DFS) Asset & Inventory Management Vendor & Contract Management User Training & Onboarding

Career Overview

Work History

From enterprise ICT infrastructure to SaaS automation at scale

Customer Support & Automation Specialist 2022-Present

xFusion · Remote (SaaS & Shopify CX)

Delivering multi-channel customer support for global SaaS & Shopify clients, 95% first-contact resolution, 92%+ CSAT, and 99.9% SLA compliance, and building the AI-powered support automations and workflows that keep it scaling.

Shopify Support AI Workflows n8n Zapier GHL Pipedrive Clay Instantly.ai

ICT Officer (Promoted from ICT Assistant) 2018-2021

Hand in Hand · Nairobi, Kenya

Administered enterprise IT systems across 30+ branches, Active Directory, Microsoft Dynamics ERP, Power BI, SharePoint, LAN/WAN networks, and cloud infrastructure, achieving 97% user satisfaction and 99.9% uptime.

Microsoft 365 Active Directory MS Dynamics Power BI SharePoint LAN/WAN

ICT Technical Support 2017

Sunflower IT · Nairobi, Kenya (Global Business Automation, HQ: Netherlands)

Delivered Level 1 & 2 technical support, firewalls, VPNs, network infrastructure, security protocols, achieving 98% SLA compliance and increasing client satisfaction by 33%.

L1/L2 Support Firewalls VPN Network Admin

Earlier Roles 2015-2017

Eagle-Link Flowers · ICT Authority · Various

Systems Admin & Web Specialist at Eagle-Link Flowers (eCommerce, ePay); Digital Literacy Trainer at ICT Authority; ICT Support Attaché at RAI Plywoods. Built foundational expertise in systems administration, web development, and user training.

Systems Admin Web Dev eCommerce Digital Training

Get in Touch

Let's Connect

The quickest way to reach me is LinkedIn or email

If you're hiring for a customer support, CX, or support-automation role, or just want to talk through a problem, I'd love to hear from you. Open to global remote opportunities and happy to start a conversation.

WhatsApp, +254 728 364873