Customer Support [Weekends]

As a Customer Support Specialist at Contra since October 2024, I play a key role in creating a seamless experience for freelancers and clients. I focus on providing reliable support, maintaining platform integrity, and ensuring high-quality job matches. I leverage problem-solving, organization, and attention to detail to enhance user satisfaction and platform reliability.

Key responsibilities include:

Providing Support: Assisting freelancers and clients with platform navigation, resolving disputes, and guiding them through processes like hiring and applications.

Maintaining Platform Resources: Managing and updating a catalog of over 4,000 tools to ensure accuracy and accessibility.

Leading Job Feed Reviews: Overseeing job feed access requests, evaluating profiles and video submissions to ensure they meet platform standards.

Talent Matching: Connecting freelancers with suitable job opportunities by assessing client needs, budgets, and project specifications.

Ensuring Platform Integrity: Verifying user profiles, identifying fraudulent accounts, and maintaining a secure platform.

Community Moderation: Enforcing community guidelines to ensure a positive, safe environment.

Support Digest: Analyzing support metrics such as chat volume, ratings, and common inquiries for continuous improvement.

Domain Owner of Community and Recommendation Requests: Serving as the subject matter expert and the first point of contact for the team on all community-related inquiries and recommendations, helping to enhance the platform’s value.