Caleb Mwangi

Customer Service Representative

Customer Retention SpecialistCustomer Care SpecialistLive ChatChat SupportCustomer Success ManagerHelp Desk SupportCustomer Service

I’m a Customer Support & Retention Specialist with 5+ years of experience helping fast-growing DTC eCommerce brands scale without letting support become a bottleneck. I’ve worked with brands like Owllark Mattresses, Streetshirts, ShopNovaLift, Amberjack, Awareness Avenue, Seagull1963, and others — supporting everything from high-volume daily tickets to subscription retention, save-offers, refunds, and operational improvements behind the scenes. My strength isn’t just replying fast. It’s building clean systems inside tools like Gorgias, Zendesk, and Shopify so tickets move faster, back-and-forth is reduced, and customers feel confident — not confused. I’m comfortable handling 80–120+ tickets per day when needed, operating at 20–25 tickets per hour during peak volume without compromising tone, compliance, or structure. I think in terms of churn, LTV, automation opportunities, and long-term brand trust — not just “closing tickets.” If you need someone who can own the inbox, protect retention, and improve the system while doing it, I’m ready.

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Work Background

Customer Support Representative

AmberjackCustomer Support Representative

Mar. 2024New York, United States

Customer Service Agent

LatchelCustomer Service Agent

May. 2022 - Mar. 2024United States

Customer Experience Manager

Melbourne BushfoodCustomer Experience Manager

Nov. 2020 - Jun. 2022Melbourne, Victoria, Australia

Customer Service Consultant

Menjuve.comCustomer Service Consultant

Aug. 2020 - Jun. 2022Columbia, South Carolina, United States- Manning inbound enquiries via email and live chat - Shopify Order Processing - Shopify Order fulfilment - Issuance of refunds

Customer Experience officer

HQue MediaCustomer Experience officer

Nov. 2019 - Mar. 2020Nairobiwww.hquemdia.com

News Reporter

SALAAM RADIO LTDNews Reporter

Jan. 2018 - Dec. 2018

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