Customer Support Resume Example (2026 Guide)
Customer Support resume example
A complete sample in the Modern template FitMyRole exports. The person and employers are fictional; the structure, skills and bullet style are what to copy.
Luis Ramirez
[email protected] • (555) 013-4470 • Phoenix, AZ • linkedin.com/in/luisramirez
Professional Summary
Bilingual Customer Support Specialist with 4 years of experience across email, chat and phone support for a payroll software company, an online retailer and a home services call center. Handles 55 to 65 tickets a day in Zendesk for 12,000 small business customers, holding 96% CSAT and a median first response under 40 minutes. Wrote 35 help center articles that reduced repeat contacts on the top payroll questions. Calm on difficult calls, careful with account data, and supports Spanish-speaking customers end to end.
Skills
- Customer Support: Ticket resolution, email, chat and phone support, de-escalation, escalation management, first contact resolution, customer onboarding
- Help Desk & Ticketing Tools: Zendesk, Intercom, Gorgias, Salesforce Service Cloud, Aircall, Five9, Jira (bug reporting)
- Knowledge Management: Help center articles, macros and saved replies, Guru, Loom video guides, internal troubleshooting notes
- Metrics: CSAT, first response time, first contact resolution, handle time, ticket backlog management, QA scorecards
- Product & Platform Knowledge: Payroll and tax filing workflows, Shopify order management, returns and refunds, account security verification
- Communication: Bilingual English and Spanish, clear written communication, active listening, cross-team feedback to product
Education & Certification
- Coursework in Interpersonal Communication, Conflict Resolution and Business Writing.
Work Experience
Customer Support Specialist IIJanuary 2025 – PresentBrightpine Payroll, Phoenix, AZ
- Resolve 55 to 65 Zendesk tickets a day on payroll runs, tax filings and direct deposit for 12,000 small business customers, holding 96% CSAT over 18 months.
- Keep median first response under 40 minutes on email and under 1 minute on chat, the best on a 16-person team for three straight quarters.
- Cut repeat contacts on the top five payroll questions by 22% by writing 35 help center articles and short Loom walkthroughs.
- Handle all Spanish-language tickets and calls for the team, about 15% of volume, and translated 20 core help articles into Spanish.
- Escalate payroll calculation bugs to engineering in Jira with account IDs, screenshots and steps to reproduce, and update customers until each fix ships.
- De-escalate high-risk tickets from customers facing missed payroll, offering same-day manual payment options with the payments team.
- Score peer tickets as a QA reviewer, giving feedback on tone, accuracy and macro use to four newer agents each week.
Customer Support SpecialistAugust 2023 – December 2024Desert Bloom Outfitters, Tempe, AZ
- Answered 70+ chat and email tickets a day in Gorgias on orders, returns and sizing for an online outdoor retailer, keeping 93% CSAT.
- Cleared a 1,900-ticket holiday backlog in nine days by building 25 macros for the most common order status and return questions.
- Saved an estimated $30K in refunds by offering exchanges and store credit on eligible returns, with a 41% acceptance rate.
- Reported recurring shipping damage on three products to merchandising, leading to new packaging that cut those complaints by half.
Customer Service RepresentativeJune 2022 – July 2023Mesa Ridge Home Services, Mesa, AZ
- Took 60 to 80 inbound calls a day in Five9 to book HVAC and plumbing appointments, meeting the 90-second answer target 95% of the time.
- Converted 34% of price-check calls into booked service visits by explaining maintenance plans and same-day availability.
- Handled after-hours emergency calls during peak summer, routing urgent no-cooling jobs to on-call technicians within 15 minutes.
- Logged every call outcome in Salesforce Service Cloud, keeping customer history accurate for 40 technicians.
Want yours to read like this? Upload your resume and a job posting, and FitMyRole rewrites it for that job in this template.
Tailor my resumeWhy This Resume Works
- Volume and satisfaction appear together in the first bullet, 55 to 65 Zendesk tickets a day with 96% CSAT over 18 months, which is the pairing support managers look for.
- Ticketing tools are named in the context of real work (Zendesk, Gorgias, Five9, Salesforce Service Cloud, Jira), so an ATS keyword match is backed by how each was used.
- The resume proves the agent reduces future tickets, not just answers them: 35 help center articles that cut repeat contacts by 22%.
- Escalation is shown as a skill with a method, filing Jira bugs with account IDs and reproduction steps and updating customers until the fix ships.
- Spanish-language support is quantified (about 15% of team volume) instead of being a one-word skill, which makes it a clear hiring advantage.
Common Resume Mistakes
- No volume or satisfaction metrics.
- Missing help desk or tool keywords.
- Generic "helped customers" without scale.
Keywords Recruiters Look For
- Customer support
- Tickets
- CSAT
- Zendesk
- Help desk
- Resolution
- Escalation
- Communication
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