Our recommendation
Why we recommended Jhean.
Strong recommend, and a genuinely senior hire. The headline is simple: she already works inside LeadSimple, the workflow CRM built for property management and home service companies, so she knows your world and quite possibly your software.
Behind that sits eight years of customer operations, three of them managing a service team at a bank and two and a half in workforce analytics holding service levels near 90%. Native English, an MBA, and a tool list that covers GoHighLevel, Salesforce, HubSpot and Zendesk. Place her where process, documentation and quality decide the outcome, or in front of a small support team that needs someone to run it.
Jhean’s day against yours
Your hours, in Jhean’s time.
Jhean is based in Jamaica. Pick your time zone to see your working day, 8 AM to 6 PM, on their clock.
Lit squares are working hours. Grey squares are night on that clock.
The assessment
English and writing
Native English, and unusually strong on the written side. At LeadSimple she writes the internal documentation, help articles and training material the rest of the support team works from, which is a job nobody hands out unless the writing is trusted. Her support runs through digital channels rather than the phone, 50+ cases a week at roughly 4.8 CSAT with first responses under 25 minutes, so clear written English under time pressure is the daily test rather than an occasional one. She also taught English as a foreign language in Turkey and holds a TEFL certification, which is about as direct a credential in written and spoken clarity as a support hire can carry.
Remote readiness
Every role on her recent record is remote, and two of them are remote for US companies. She has supported LeadSimple's US customer base from Jamaica since 2024, and before that spent two and a half years at Sutherland monitoring live queue and staffing data, a function that stops working the moment the person holding it cannot be reached. Real-time workforce analysis is about as unforgiving a test of a remote setup as there is, and she held it while lifting service levels to around 90%. Jamaica runs on UTC-5 all year, which is US Eastern in winter and one hour behind it in summer, so US business hours are her normal working day.
Cultural fit
Steady, analytical and trusted with the work nobody sees. She is the one her team turns to for documentation, the one who found five scattered spreadsheets and built them into a single reporting hub, and the one who took attrition down 37% by watching the patterns rather than reacting to them. Three years managing a customer service team added the people side, running coaching sessions, quality calibrations and performance reviews. Calm, measured and used to being the reliable one, which is exactly what a seat needs when consistency matters more than volume.
English and writing
Native English, and unusually strong on the written side. At LeadSimple she writes the internal documentation, help articles and training material the rest of the support team works from, which is a job nobody hands out unless the writing is trusted. Her support runs through digital channels rather than the phone, 50+ cases a week at roughly 4.8 CSAT with first responses under 25 minutes, so clear written English under time pressure is the daily test rather than an occasional one. She also taught English as a foreign language in Turkey and holds a TEFL certification, which is about as direct a credential in written and spoken clarity as a support hire can carry.
Remote readiness
Every role on her recent record is remote, and two of them are remote for US companies. She has supported LeadSimple's US customer base from Jamaica since 2024, and before that spent two and a half years at Sutherland monitoring live queue and staffing data, a function that stops working the moment the person holding it cannot be reached. Real-time workforce analysis is about as unforgiving a test of a remote setup as there is, and she held it while lifting service levels to around 90%. Jamaica runs on UTC-5 all year, which is US Eastern in winter and one hour behind it in summer, so US business hours are her normal working day.
Cultural fit
Steady, analytical and trusted with the work nobody sees. She is the one her team turns to for documentation, the one who found five scattered spreadsheets and built them into a single reporting hub, and the one who took attrition down 37% by watching the patterns rather than reacting to them. Three years managing a customer service team added the people side, running coaching sessions, quality calibrations and performance reviews. Calm, measured and used to being the reliable one, which is exactly what a seat needs when consistency matters more than volume.
Skills
- Case and Records Management
- Document Review and Verification
- Process Documentation
- Quality Assurance
- Operational Reporting
- Workflow Improvement
- Escalation Management
- Team Coaching
- Staffing and Scheduling
- Back Office Operations
- Cross-Functional Coordination
- Customer Support Operations
Résumé