The writing desk
Content & SEO writing
Articles Google can find and humans actually finish. I research until I understand the topic properly, then write it the way I'd explain it to a friend. No padding to hit a word count.
Customer experience · Content & SEO · Operations
I answer people for a living.
Seven years, six industries. Boutique floors, perfume counters, a gym front desk, an agency pipeline, long-form SEO, and most recently healthcare support. Different rooms, same job: someone needs a straight answer and a little care.
- Latest role
- Customer Support Agent at Everymeds, 2025–26
- Open to
- Freelance and full-time roles
- Works
- Remotely, on hours that overlap with yours
The route so far
- 2019Fashion & retail
- 2020Beauty & fragrance
- 2021Fitness & wellness
- 2022Agency
- 2023Content & media
- 2025Healthcare
- NextYour team
What I do
Three desks, one person behind all of them.
Hire me for one or all three. They overlap anyway: the person writing the help article is usually the person who answered the ticket.
The front desk
Customer experience
Chat, email, social: wherever the customer is, usually at their least patient. I resolve things quickly, de-escalate faster, and make sure people leave the conversation feeling heard.
The back office
Operations & coordination
Stock, schedules, billing, handoffs. The unglamorous scaffolding that keeps a small team from dropping things. I've run it for a boutique, a gym, and an agency.
Where I've worked · 2019 to now
The industry changes. The customer doesn't.
Six roles across six industries, most recent first.
-
2025 — 2026 Healthcare
Customer Support Agent
Everymeds
Healthcare support, where a vague reply isn't an inconvenience. It's a health outcome. The inquiries ran from a late order to questions people would rather not ask out loud.
- Managed patient inquiries across live chat and social media, from order status to sensitive health questions
- Coordinated between support, logistics, and medical teams so cases closed with an answer
- Handled escalations with the speed and discretion healthcare demands
- Flagged recurring issues to sharpen the team's support playbook
-
Oct 2023 — Apr 2025 Content & Media
SEO Content Writer
Center for Worklife
Long-form writing for the search engine and the reader at the same time. Content that ranked, and was genuinely worth someone's ten minutes.
- Wrote long-form articles on online income and business models that earned Google rankings
- Owned the keyword research and competitor analysis behind each brief
- Optimized drafts for search intent without losing the human voice
- Held an eighteen-month publishing cadence without dropping a slot
-
May 2022 — Oct 2023 Agency
Content Manager
Tesh Writers
I built the content pipeline at a writing agency, then ran it. Editorial standards held across a roster of clients and several projects at once.
- Ran the content pipeline end to end: assignments, deadlines, and delivery
- Edited each piece against client briefs and house style before it shipped
- Managed client relationships: scoping, feedback rounds, and renewals
- Built the operations infrastructure the writing team worked inside
-
Jun 2021 — May 2022 Fitness & Wellness
Membership Coordinator
Platinum Gym
The front desk, and everything the front desk really means. The real job was turning a first visit into a habit.
- Handled registrations and onboarding, the front door of the member experience
- Matched members to the right trainers and kept class schedules running
- Coordinated member events from planning through the day itself
- First point of contact for questions, complaints, and renewals
-
Mar 2020 — May 2021 Beauty & Fragrance
Sales Rep & Acting Shop Lead
Scents Lifestyle Kenya
Perfume and body care. I beat targets by knowing the products cold and reading the person in front of me.
- Beat monthly sales targets on the shop floor, month after month
- Earned the acting shop lead role and ran daily operations
- Coached the sales team on product knowledge and closing
- Managed stock, displays, and end-of-day reconciliation
-
Jan 2019 — Mar 2020 Fashion & Retail
Retail Shop Manager
D-Fashions
A custom African fashion boutique, run solo. This is where I learned what a business is actually made of: supply chain at one end, relationships at the other.
- Ran the whole boutique alone, end to end
- Managed inventory, stock buying, and merchandising decisions
- Built a repeat-customer base through personal styling and follow-up
- Kept the books: daily sales records and reconciliation
Core competencies
- Customer Experience
- SEO & Content Writing
- Content Strategy
- Keyword Research
- Operations
- Team Leadership
Writing
Things I've written, and things I've learned.
Some of it is client work. Some of it is what I think about after a shift. Both tell you how I write.
The shop floor taught me more than any course
Three years in retail taught me to read a room before anyone speaks, to keep my voice level when someone else raises theirs, and to show up on the days I didn't feel like it. No course sells that. You get it by standing behind a counter.
Read the essay →A customer who walks in quiet and leaves talking is worth more than any campaign I could have written for them.
Published elsewhere
Published in The Untitled Media
The Ozempic body. The real version.
The diabetes injection that became a status symbol. What semaglutide actually is, what it costs, the side effects nobody posts, and what to know if you're going to try it anyway.
Read it on The Untitled Media (opens in a new tab)Published in Helply
Customer service email templates: 20 examples for support teams
Twenty templates, each with a subject line, a body, and a note on adjusting it for the account. Plus how to keep a template from sounding like one.
#5 on Google US for “customer service email templates”, September 2026
Read it on Helply (opens in a new tab)
Published in Helply
What is robotic process automation?
Where RPA fits in customer support, where it breaks, and how it differs from AI agents that actually resolve tickets.
Read it on Helply (opens in a new tab)More from the blog
How to build a sustainable online income in 2025
A practical breakdown of what actually works when it comes to earning online — minus the hype, the screenshots, and the rented Lamborghini. What takes months, what takes years, and what quietly never works at all.
Read →What I learned managing a content team
The systems, the mistakes, and the fixes that kept a writing team productive without burning anyone out. Most of it came down to writing better briefs and saying the hard thing early instead of late.
Read →See all writing → More samples on request, including client work published under other bylines.
Contact
Write to me.
Seven years of proof, from boutique floors to healthcare chat lines. I work remotely, on hours that overlap with yours. Available for freelance writing, ongoing content retainers, and full-time customer experience or operations roles.
- To
- Joan Kiara
- At
- hello@joankiara.com
- Re
- Your project, role or brief