Admin & ServiceMid Level
Customer Service Representative resume example — Mid Level
Sample summary for Amy Crawford
Senior customer service specialist with 5 years in B2B SaaS technical support and customer success support functions. Expert in complex issue resolution, escalation management, and proactive customer retention. Consistent record of exceeding NPS and CSAT benchmarks in high-volume, fast-paced environments.
Key skills
B2B SaaS SupportTechnical TroubleshootingEscalation ManagementZendesk & IntercomNPS & CSATCustomer RetentionKnowledge Base AuthoringTeam Mentoring
Sample experience
Senior Customer Support Specialist
Jul 2022 – Present
Asana · San Francisco, CA (Remote)
- •Resolve complex product and integration issues for enterprise and mid-market customers, managing an individual ticket queue of 60+ per week
- •Serve as Tier-2 escalation point for 8 junior agents, resolving 95% of escalations without further escalation to engineering
- •Authored 34 knowledge base articles now used by 12,000+ users monthly, reducing repeat ticket volume by 18%
Customer Support Specialist
Jun 2019 – Jul 2022
Calendly · Atlanta, GA
- •Handled 90+ tickets per day across chat, email, and phone for a fast-growing scheduling SaaS platform
- •Achieved 4.9/5.0 CSAT and top-3 individual ticket resolution rating on a 45-person support team
Tips for your Customer Service Representative resume
Mid-level CSRs in SaaS should highlight escalation authority, knowledge base contributions, and retention metrics. Moving from Tier 1 to Tier 2 support with training responsibilities positions you for team lead or customer success manager roles.
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