As a Customer Support Specialist at Contra, I played a crucial role in providing top-tier support to our growing freelancer and company customer base. I was responsible for ensuring a seamless customer experience by addressing inquiries, troubleshooting issues, and maintaining smooth daily operations. Working during weekend shifts, I efficiently handled support tasks, monitored platform activity, and ensured that all processes met high-quality service standards. By utilizing various tools and collaborating with internal teams, I contributed to enhancing user satisfaction and operational efficiency.

Customer Support & Issue Resolution: Provided prompt and effective assistance to users, addressing their concerns, troubleshooting platform-related issues, and ensuring a positive customer experience.

Operational Task Management: Executed and monitored daily support tasks, ensuring all inquiries and operational processes were handled efficiently and in compliance with company standards.

User Engagement & Satisfaction: Maintained high levels of customer satisfaction by delivering clear, empathetic, and solution-oriented support through various communication channels.

Technical & Tool Utilization: Utilized HubSpot, Notion, Looker, Retool, and Intercom to track customer interactions, manage data, streamline workflows, and improve overall efficiency.

Process Optimization: Identified opportunities to improve support processes, documentation, and workflows to enhance response times and overall service quality.

Collaboration with Internal Teams: Worked closely with cross-functional teams, including product and engineering, to escalate complex issues, provide user feedback, and contribute to product improvements.

Monitoring & Reporting: Tracked support trends, compiled reports on common user concerns, and provided valuable insights to help refine customer support strategies.

Weekend Coverage & Crisis Management: Maintained reliable support coverage during weekend shifts, ensuring business continuity and prompt resolution of urgent issues.