Helmy E.-Part-Time Customer Support
Check rate
Experience
Part-Time Customer Support
Shopify Apps Project
- Supported two Shopify apps using Front, Crisp, and Linear for tickets and escalations
- Leveraged Shopify Partners to troubleshoot app settings, enhancing customer experience
Installation Tech
Smokeball
- Used Zendesk for ticketing and Rescue LMI to assist with Smokeball app installations on Windows
- Supported clients with troubleshooting, ensuring smooth onboarding and setup
Head of Customer Support
InvoiceSimple.com (acquired by EverCommerce)
- Scaled team from 2 to 13 members with 0% attrition, ensuring 24/7 global coverage
- Led OKR planning, aligning support goals with company objectives to improve efficiency
- Optimized Intercom workflows and macros, reducing response times by 30%
- Built knowledge bases using Nuclino and Confluence for training and self-serve support
- Managed escalations via Asana, Jira, and Linear; handled payments with Stripe and PayPal
- Trained Intercom’s AI Agent Fin to enhance support delivery
- Collaborated with Growth, Operations, and Development teams to resolve customer pain points
Customer Service Supervisor
Sedra Care Global Services
- Led a team of agents, achieving consistent performance KPIs and customer satisfaction
- Implemented feedback loops to reduce complaints by 20%
- Trained agents on live chat, email support, and dispute resolution
- Collaborated with product and operations teams to enhance service quality
Customer Service Representative
Sutherland Global Services
- Provided frontline phone support for AT&T U-verse, resolving inquiries efficiently
- Maintained high customer retention through proactive issue resolution
Business Owner
El-Gindy IT Services
- Founded and managed a tech company, providing PC repair and IT support services
- Negotiated partnerships with IT suppliers and retailers to expand service offerings
IT Helpdesk Team Member
Alexandria Port Authority
- Provided technical support for software, hardware, and networking issues
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Banking and Finance, Professional Services, and Transportation.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Information Technology, and Procurement.
Summary
Customer Support Leader with over 15 years of experience in SaaS, E-commerce, and Fintech industries. Skilled in scaling high-performing teams, optimizing workflows with Intercom, Zendesk, and Jira, and driving customer satisfaction. Successfully scaled a support team from 2 to 13 members with 0% attrition, achieving 24/7 global coverage. Expert in OKR planning, KPI tracking, fraud prevention, and payment systems (PayPal, Stripe). Passionate about enhancing customer experience through data-driven insights and leadership.
Skills
Technical & Customer Support Tools:
- Crm & Helpdesk: Intercom, Zendesk, Freshdesk, Front, Crisp
- Project Management: Jira, Asana, Linear, Trello
- Knowledge Bases: Nuclino, Confluence
- Payment Systems: Paypal, Stripe, Google Play, Itunes
- Collaboration: Google Workspace, Ms Office, Slack
- It: Windows & Linux Administration, Software & Hardware Maintenance, Networking
Customer Support & Operations:
- Saas, E-Commerce, Fintech Customer Support
- Okr & Kpi Tracking
- Customer Satisfaction & Retention
- Fraud Prevention & Dispute Resolution
- 24/7 Global Support Management
Soft Skills:
- Leadership & Team Management
- Communication & Conflict Resolution
- Process Optimization & Automation
- Quick Learning & Problem-Solving
Languages
Education
Tanta University
BA in English Language and Literature, Specialized in English/Arabic Translation, Linguistics, and Phonetics · English Language and Literature · Tanta, Egypt
Statistics
Experience
Expertise
Qualifications
Profile
Frequently asked questions
Have questions? Find more information here.
Helmy is based in Cairo, Egypt and prefers 100% remote projects.
Helmy speaks the following languages: Arabic (Native), English (Advanced).
Helmy has at least 18 years of experience. During this time, Helmy has worked in at least 7 different roles and for 7 different companies. The average length of individual experience is 3 years and 6 months. Note that Helmy may not have shared all experience and actually has more experience.
Based on recent experience, Helmy would be well-suited for roles such as: Part-Time Customer Support, Installation Tech, Head of Customer Support.
Helmy's most recent position is Part-Time Customer Support at Shopify Apps Project.
In recent years, Helmy has worked for Shopify Apps Project, Smokeball, and InvoiceSimple.com (acquired by EverCommerce).
Helmy is most experienced in industries like Information Technology, Banking and Finance, and Professional Services. Helmy also has some experience in Transportation.
Helmy is most experienced in business areas like Customer Service, Information Technology, and Procurement.
Helmy has recently worked in industries like Information Technology and Banking and Finance.
Helmy has recently worked in business areas like Customer Service and Information Technology.
Helmy holds a Bachelor in English Language and Literature from Tanta University.
The availability of Helmy needs to be confirmed.
Daily rate distribution
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 18 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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