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Jasmine Cruz

Senior Customer Support Specialist · Customer Support

Quezon City, PhilippinesActive 2 days agoAvailable now
99%Response rate
1hAvg response

About

Zendesk and Intercom expert who's handled 200+ tickets/week for DTC brands without letting CSAT drop below 95%.

Skills & Languages

ZendeskIntercomLive ChatEmail SupportEscalation Handling
AI Macro WritingSentiment Triage
English (fluent)Filipino (native)

Portfolio

CSAT Recovery Playbook

Raised a DTC brand's CSAT from 78% to 96% over one quarter.

Work History

  1. Support Team Lead

    DTC Skincare Brand (US) · 2022 – Present

    Leads a 4-person support pod, owns escalations and macro library.

  2. Customer Support Rep

    SaaS Startup (UK) · 2019 – 2022

    Handled live chat and email support across 3 timezones.

Assessments

Typing speed82 WPM
x
Communication score96
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Written English95
x
De-escalation Scenario91
x

Certifications

  • Zendesk Support CertifiedZendesk · 2022

References

“Jasmine is the reason our CSAT survived our biggest launch.”

Priya Nair — Head of CX (Direct Manager)

Availability

Available now
Full-time (40h/week)

Verification

  • Government ID
  • Email address
  • Phone number