Lydia W. - CX Operations VA | Customer Success & Support Systems

Q: Can I interview Lydia before hiring?

Absolutely! You can request a video interview with Lydia before making any commitment. Simply click the "Message" button to schedule a 15-minute introduction call.

Q: What time zone does Lydia work in?

Lydia is based in Kenya and can adjust their schedule to overlap with your business hours.

Q: Can Lydia work full-time and weekends?

Yes, Lydia is available for full-time work (40 hours/week). Weekend availability can be discussed during your interview.

Q: What tools does Lydia use?

Lydia is proficient in industry-standard tools including Google Workspace, Microsoft Office, Slack, Zoom, Asana, Trello, and many more.

Q: What happens if I'm not satisfied?

Your satisfaction is our priority. If you're not happy with the work, you can end the contract at any time with no penalties. We also offer a replacement guarantee.

Q: How fast can Lydia start?

Lydia can typically start within 24-48 hours after you finalize the contract.

Q: Does Lydia sign an NDA?

Yes! With every contract, you have the option to create a Non-Disclosure Agreement (NDA) which will be sent directly to Lydia to sign.

Kenya

$17

per hour

$2,720

per month

4.8(0 reviews)

Kenya

Last active: recently

💻Technical Readiness

⌨️ Typing Speed66 WPM

📶 Connection69 Mbps

⏱️ Response Time< 1 hour

✅ Success Rate98%

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Hours per Week

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About Lydia W.

With 10+ years of hands-on experience, Lydia brings proven expertise as a cx operations va | customer success & support systems. Core competencies include Social Media Management, Zendesk, Customer Service, Customer Support. Rates: $17/hour or $2,720/month for dedicated support.

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Save 77% vs US Hiring

Same role in the United States costs significantly more. Get exceptional talent at a fraction of the cost.

US Equivalent Salary

$4,800/mo

Lydia's Rate

🎉You save $3,680/month = $44,160/year

Profile Summary

CX Operations VA | Customer Success & Support Systems

I'm a CX Operations specialist with 8+ years of experience designing and running customer success functions for a high-growth fintech company serving East Africa. At Branch International, I progressed from CS Associate to Team Lead; not by waiting, but by building the systems, processes, and team capability that made promotion inevitable. I've managed multi-channel support queues (in-app, WhatsApp, social media, TikTok, call center), owned escalation frameworks across three markets (Kenya, Tanzania, and beyond), and consistently maintained quality scores above 95%. Here's what I actually do for clients: → Audit and redesign broken customer support workflows → Set up and manage Zendesk for high-volume support operations → Build SOPs, escalation playbooks, and team process documentation → Monitor CSAT, FCR, and quality metrics — and tell you what the numbers actually mean → Manage social media inboxes with a customer experience lens, not just a response lens → Train and coach CS team members on quality standards and channel-specific handling My work is evidence-based. I lifted a Google Play rating from 4.4★ below target to 4.6★ across two markets. I built a CRB clearance tracking system that improved resolution time for an entire team. I led a stock message revamp across Kenya and Tanzania that reduced customer confusion at scale. I bring senior-level thinking to every engagement. Whether you need someone to run your daily support operations or help you build the infrastructure that lets your team scale. Tools: Zendesk · Slack · Google Workspace · CRM systems · Slab · Wingubox Certifications: Zendesk Professional · Slack Certified · IBM Customer Engagement Specialist · McKinsey Forward · CIPIT Data Protection

$17

Hourly Rate

$2,720

Monthly (Est.)

Full-Time

Availability

10+ years

Experience

Jobs Done

Skills & Expertise

Social Media Management Zendesk Customer Service Customer Support Data Entry Email Handling Process Automation CRM Calendar Management Performance Management

Languages

EnglishFilipino

Industries Supported

Hire Lydia for: VA for Marketing Agencies, VA for Influencers, VA for E-commerce, VA for SaaS, VA for Retail

Client Reviews

🧑‍💻

Matthew Robinson - 6 months ago

Tech Consulting

Smart, efficient, and always goes the extra mile. Fantastic!

Frequently Asked Questions about Lydia W.

Can I interview Lydia before hiring?

Absolutely! You can request a video interview with Lydia before making any commitment. Simply click the "Message" button to schedule a 15-minute introduction call.

What time zone does Lydia work in?

Lydia is based in Kenya and can adjust their schedule to overlap with your business hours. Many of our virtual assistants work flexible hours to accommodate clients worldwide.

Can Lydia work full-time and weekends?

Yes, Lydia is available for full-time work (40 hours/week). Weekend availability can be discussed during your interview based on your specific needs.

What tools does Lydia use?

Lydia is proficient in industry-standard tools including Google Workspace, Microsoft Office, Slack, Zoom, Asana, Trello, and many more. They can quickly adapt to your preferred tools and workflows.

What happens if I'm not satisfied?

Your satisfaction is our priority. If you're not happy with the work, you can end the contract at any time with no penalties. We also offer a replacement guarantee to help you find the right fit.

How fast can Lydia start?

Lydia can typically start within 24-48 hours after you finalize the contract. The onboarding process is quick and seamless.

Does Lydia sign an NDA?

Yes! With every contract, you have the option to create a Non-Disclosure Agreement (NDA) which will be sent directly to Lydia to sign. This ensures your confidential business information stays protected.