Helmy El-gindy - Part-Time Customer Support

Cairo, Egypt

Experience

Jan 2023 - Present

3 years 1 month

Part-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

5 years 1 month

Installation 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 months

Head 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 months

Customer 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 months

Customer 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 months

Business 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 year

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.

Skills

Technical & Customer Support Tools:

Crm & Helpdesk: Intercom, Zendesk, Freshdesk, Front, Crisp
Project Management: Jira, Asana, Linear, Trello
Knowledge Bases: Nuclino, Confluence
Payment Systems: Paypal, Stripe, Google Play, Itunes
Collaboration: Google Workspace, Ms Office, Slack
It: Windows & Linux Administration, Software & Hardware Maintenance, Networking

Customer Support & Operations:

Saas, E-commerce, Fintech Customer Support
Okr & Kpi Tracking
Customer Satisfaction & Retention
Fraud Prevention & Dispute Resolution
24/7 Global Support Management

Soft Skills:

Leadership & Team Management
Communication & Conflict Resolution
Process Optimization & Automation
Quick Learning & Problem-solving

Languages

Arabic

Native

English

Advanced

Education

Oct 2001 - Jun 2007

Tanta University

BA in English Language and Literature, Specialized in English/Arabic Translation, Linguistics, and Phonetics · English Language and Literature · Tanta, Egypt

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Experience

Part-Time Customer Support

Shopify Apps Project

Installation Tech

Smokeball

Head of Customer Support

InvoiceSimple.com (acquired by EverCommerce)

Customer Service Supervisor

Sedra Care Global Services

Customer Service Representative

Sutherland Global Services

Business Owner

El-Gindy IT Services

IT Helpdesk Team Member

Alexandria Port Authority

Summary

Skills

Languages

Education

Tanta University

BA in English Language and Literature, Specialized in English/Arabic Translation, Linguistics, and Phonetics · English Language and Literature · Tanta, Egypt

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