Helmy E.
Head of Customer Support
Experience
Jan 2023 - Present
2 years 8 monthsPart-Time Customer Support
Shopify Apps Project
- Supported two Shopify apps using Front, Crisp, and Linear for tickets and escalations
- Leveraged Shopify Partners to troubleshoot app settings, enhancing customer experience
Jan 2021 - Present
4 years 8 monthsInstallation Tech
Smokeball
- Used Zendesk for ticketing and Rescue LMI to assist with Smokeball app installations on Windows
- Supported clients with troubleshooting, ensuring smooth onboarding and setup
Mar 2017 - Apr 2025
8 years 2 monthsHead of Customer Support
InvoiceSimple.com (acquired by EverCommerce)
- Scaled team from 2 to 13 members with 0% attrition, ensuring 24/7 global coverage
- Led OKR planning, aligning support goals with company objectives to improve efficiency
- Optimized Intercom workflows and macros, reducing response times by 30%
- Built knowledge bases using Nuclino and Confluence for training and self-serve support
- Managed escalations via Asana, Jira, and Linear; handled payments with Stripe and PayPal
- Trained Intercom’s AI Agent Fin to enhance support delivery
- Collaborated with Growth, Operations, and Development teams to resolve customer pain points
Oct 2012 - May 2020
7 years 8 monthsCustomer Service Supervisor
Sedra Care Global Services
- Led a team of agents, achieving consistent performance KPIs and customer satisfaction
- Implemented feedback loops to reduce complaints by 20%
- Trained agents on live chat, email support, and dispute resolution
- Collaborated with product and operations teams to enhance service quality
Jul 2012 - Sep 2012
3 monthsCustomer Service Representative
Sutherland Global Services
- Provided frontline phone support for AT&T U-verse, resolving inquiries efficiently
- Maintained high customer retention through proactive issue resolution
Jan 2009 - Jun 2011
2 years 6 monthsBusiness Owner
El-Gindy IT Services
- Founded and managed a tech company, providing PC repair and IT support services
- Negotiated partnerships with IT suppliers and retailers to expand service offerings
Jan 2008 - Dec 2008
1 yearAlexandria, Egypt
IT Helpdesk Team Member
Alexandria Port Authority
- Provided technical support for software, hardware, and networking issues
Summary
Customer Support Leader with over 15 years of experience in SaaS, E-commerce, and Fintech industries. Skilled in scaling high-performing teams, optimizing workflows with Intercom, Zendesk, and Jira, and driving customer satisfaction. Successfully scaled a support team from 2 to 13 members with 0% attrition, achieving 24/7 global coverage. Expert in OKR planning, KPI tracking, fraud prevention, and payment systems (PayPal, Stripe). Passionate about enhancing customer experience through data-driven insights and leadership.
Languages
Arabic
NativeEnglish
AdvancedEducation
Oct 2001 - Jun 2007
Tanta University
BA, English/Arabic Translation, Linguistics, and Phonetics · English Language And Literature · Tanta, Egypt
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