Joan Karanja
Verified Expert in Support and Operations
Support & Operations Expert
Nairobi, Nairobi County, Kenya
Toptal member since February 11, 2026
Joan is a support and operations expert with 7+ years of experience helping global startups and growing businesses deliver exceptional customer experiences. She has led remote support teams, optimized service workflows, and used data insights to improve retention and resolution rates. Joan thrives in fast-paced, distributed environments where execution and reliability matter.
Expertise
- Customer Support
- Executive Support
- Google Workspace
- Microsoft 365
- Microsoft Power BI
- Zendesk
- Zoho CRM
- Zoho Desk
Work Experience
Youth Mentor
Tony Elumelu Foundation (TEF)
- Reviewed and analyzed business documents, financial models, and operational plans submitted by a Tanzanian green entrepreneur, providing structured written and verbal feedback.
- Delivered high-quality advisory aligned with TEF's Africapitalism framework; outcome: mentee awarded TEF seed capital.
- Guided the mentee through milestone-based reviews, identifying gaps in operational readiness and supporting refinement of bankable business documentation.
- Maintained timely reporting and compliance with program standards using TEF's digital platforms.
Head of Customer Service
SeePU
- Led a remote customer support team of 10+ staff, ensuring consistent service coverage across multiple time zones and maintaining operational continuity.
- Achieved a 95% average case resolution rate by improving ticket triage, escalation paths, and response workflows.
- Reduced customer complaints by 60% through proactive issue resolution, improved communication standards, and service quality monitoring.
- Improved customer satisfaction and retention by 20% by analyzing feedback data and implementing targeted service improvements.
- Handled 20+ daily customer inquiries via email, chat, and phone while maintaining high accuracy and response-time standards.
Data Entry Specialist
CloudFactory
- Reviewed and validated data entries across cloud-based systems, customer records, service metrics, and billing, ensuring compliance with quality standards.
- Flagged and reported data discrepancies, maintaining integrity across operational databases.
- Collaborated with cross-functional remote teams to gather, verify, and supply accurate data for reports and decision-making.
- Documented data entry procedures and shared best practices, contributing to remote workflow improvement.
- Handled sensitive information with full confidentiality and data security protocols.
Customer Service Representative
Glassrack
- Maintained a 95% case resolution rate while handling high-volume customer inquiries via email and phone.
- Responded to 30+ daily customer requests, ensuring timely, accurate, and professional communication.
- Resolved customer complaints by coordinating closely with logistics and maintenance teams to address delivery and service issues.
- Tracked orders and shipments in real time, providing proactive updates that reduced follow-up inquiries and customer frustration.
- Updated and managed customer records in Zendesk and Zoho CRM, ensuring data accuracy and service continuity.
- Supported US business-hour operations while working remotely, demonstrating flexibility and reliable time-zone coverage.
- Collected and shared customer feedback with internal teams to inform service and process improvements.
- Improved customer satisfaction by maintaining consistent follow-up and clear expectations throughout the service lifecycle.
Education
Bachelor's Degree in Computer Science
UNICAF University - Malawi
Certifications
Graphic Design & Visual Communication
Canva Design School
Data Analytics
Explore AI
Digital Literacy and AI Tools
ICT Authority, Kenya
Skills
Tools
Zendesk, Zoho Desk
Administrative Operations
Executive Support, Phone Calls, Time Management, Documentation
Communication
Status Updates, Chat
CRM & Sales Tools
Zoho CRM
Customer Experience
Team Collaboration
Customer Support
Case Ownership, Customer Follow-up, Communication, Shipment Handling
Marketing Tools
Canva
Product Support
Troubleshooting
Professional Skills
Feedback Delivery
Security & Privacy
Confidential Document Handling
Skill Ladders
Conflict Resolution
Other
Customer Support, Microsoft 365, Google Workspace, System Permissions Basics, Data Interpretation, Microsoft Power BI, Phone Systems, Escalation Handling, Remote Team Leadership, Customer Feedback Analysis, Written Communication, Issue Tracking, Follow-through Resolution, Customer Notifications, Responsiveness, Customer Record Management, Data Analysis, User Access, Systems Analysis, Client Retention and Satisfaction Management, Customer Issue Resolution, Empathic Communication, Multichannel Customer Support, Email, Delay Management, High-volume Customer Support, Ticket Management, Project Management, Compliance, Data Integrity, Data Governance, Digital literacy, Artificial Intelligence (AI), AI Prompts, Graphic Design, Visual Communication
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