Emmanuel Ogah

Customer Support Specialist with experience supporting customers across e-commerce, SaaS/EdTech, and food delivery platforms. Experienced in managing high-volume support queues, resolving billing and subscription issues, processing refunds, troubleshooting software and order-related problems, and escalating technical issues to relevant teams. Comfortable working with CRM and support platforms including Gorgias, HubSpot, and Shopify, as well as Slack, Google Sheets, and Hubstaff.

Proven ability to manage up to 80–100 customer tickets daily while maintaining accurate records, clear communication, and efficient issue resolution.

Customer Support Specialist at Unique Songs (2026-05 – Present)

• Manage 80–100 customer support tickets daily through Gorgias, handling inquiries across orders, refunds, song modifications, upgrades, and digital distribution services.
• Verify customer orders and account information using Shopify, searching by email address, customer name, or order number.
• Process customer refunds through Shopify and maintain accurate refund records using Google Sheets and dedicated Slack channels.
• Handle requests for lyric modifications, song upgrades, Spotify uploads, and other post-purchase services through the company's internal order management system.
• Investigate order and service issues, identify appropriate resolutions, and escalate cases requiring technical or specialized assistance.
• Collaborate with team members through Slack and use Hubstaff to accurately track working hours.
• Use ChatGPT Business as part of the quality-control process to improve the clarity, accuracy, and professionalism of customer communications.

Customer Support Representative at Klas (TryKlas) (2022-06 – 2023-02)

• Successfully streamlined subscription and account troubleshooting workflows, reducing time-to-resolution.
• Managed customer support tickets through HubSpot, assisting customers with subscription, account, course, and software-related issues.
• Resolved subscription and account-related inquiries and assisted customers experiencing difficulties purchasing courses.
• Investigated software issues, including problems affecting calls and other platform functionality, and escalated confirmed technical issues to the appropriate team.
• Assisted students with course-purchasing issues and worked to identify whether problems were related to the customer's account, payment, or the platform.
• Documented customer issues and resolutions within HubSpot to maintain accurate support records.
• Collaborated with technical and internal teams to ensure customer issues were properly communicated and followed through to resolution.

Customer Support Representative — Contract at CateredBy Africa (2023-11 – 2024-05)

• Improved onboarding efficiency for new restaurant partners.
• Provided customer support for a California-based food delivery startup serving African communities.
• Assisted customers with payment and order-related issues, including identifying duplicate payments and coordinating refunds.
• Supported the onboarding of restaurant partners onto the platform and assisted with setup-related questions.
• Responded to customer and restaurant inquiries and worked with internal teams to resolve operational issues.
• Maintained accurate customer and support information while handling approximately 10–15 tickets per day.

Customer Support Representative at Ochacho Real Homes (2024-04 – 2024-09)

• Assisted prospective and existing clients with inquiries about available properties, property details, viewings, and related services.
• Used Salesforce CRM to maintain customer records, track client inquiries, document interactions, and manage follow-ups with prospective buyers and tenants.
• Updated and monitored customer and property-related information in Salesforce to ensure accurate records and smooth handoffs between sales and support teams.
• Followed up with clients regarding property inquiries and requests, ensuring questions were addressed and leads were properly tracked through the customer journey.
• Escalated complex client issues and requests to the appropriate sales or management team when necessary.

B.Tech. in Industrial Technological Education – Federal University of Technology, Minna (FUTMINNA) (2018 – 2024)

West African Senior School Certificate Examination (WAEC) in General Science – St. Johns Anglican Secondary School, Nigeria (2011 – 2017)