Customer Support and Community Engagement | Contra
Ines Schuber
Verified
Customer Support & Community | Contra
🔎 Overview
At Contra, 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
⚡ Challenges
Supporting a high volume of conversations while maintaining quality
Navigating a constantly evolving product in a startup environment
Balancing speed with thoughtful, human-centered support
💡 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 often the frontline of trust.
By combining support with community, I helped transform user interactions into meaningful relationships and long-term engagement.
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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
