Customer Support and Community Engagement | Contra
Ines Schuber
Verified
Customer Support & Community | Contra
🔎 Overview
At Contra (yes the website you're currently on), I played a key role at the intersection of customer support and community, ensuring a seamless experience for both freelancers and clients.
Over 2 years, I became a trusted point of contact, helping users navigate the platform, solve issues quickly, and feel supported at every step of their journey.
📊 Impact
Managed 16,000+ conversations across chat and support channels
Maintained a 90% CSAT, consistently delivering high-quality support
Created 600+ Loom videos to guide users and explain product features
Supported product launches in a fast-paced startup environment
🛠️ What I Did
Customer Support Excellence
Provided timely, empathetic, and solution-oriented support
Troubleshot technical and user experience issues
Simplified complex product features into clear, actionable guidance
Scalable Support Systems
Built a library of Loom tutorials to reduce friction and empower users
Enabled asynchronous support, improving response efficiency
Helped users self-serve while maintaining a human touch
Community Building
Launched an exclusive community for paid users
Fostered deeper engagement and connection between members
Created a space where users could learn, share, and grow together
Cross-functional Collaboration
Worked closely with engineers to resolve bugs and improve UX
Supported launch initiatives and rapid product iterations
Acted as the bridge between users and product teams
Contra Insider Community Call
💡 Outcomes
Improved user satisfaction and trust in the platform
Reduced support friction through scalable resources
Strengthened community engagement and retention
🧠 Key Learnings
Learned how to turn an angry customer into a loyal advocate through empathy, clarity, and fast problem-solving
Used customer feedback as a driver for continuous product improvement
Identified and reduced friction points in the customer journey to create a smoother user experience
❤️ Why It Matters
Customer support is the frontline of trust.
By combining support with community, I helped transform user interactions into meaningful relationships and long-term engagement.
With my Support Team at a Team Retreat in Joshua Tree National Park
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Posted Apr 20, 2026
Delivered high-impact support at Contra, resolving 16k+ conversations, creating scalable resources, and turning user feedback into product improvements.
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Timeline
Apr 2, 2024 - Dec 20, 2024
Clients
Contra
