Customer Support @ Contra 💠

In this role, I help create a seamless experience for both freelancers and clients by providing support, maintaining platform accuracy, and ensuring high-quality job matches. Through a mix of problem-solving, organisation, and attention to detail, my goal is to improve user satisfaction and platform reliability.

Providing Reliable Support: I assist freelancers and clients in navigating the platform by answering their questions, facilitating communication during disputes, and guiding them through processes such as hiring, applications, and more.

Payouts and identity verifications: I help with payout-related concerns by troubleshooting payment delays, verifying account details, and collaborating with third-party payment processors (Stripe, Airwallex) to ensure timely transactions. Additionally, I guide users through the identity verification process using Stripe and Persona and resolve verification issues.

Organizing & Maintaining Platform Resources: I manage and regularly update a catalog of over 4,000 tools, ensuring that names and logos are accurate to improve usability.

Matching Talent with Opportunities: I connect freelancers with the most suitable job opportunities by assessing client needs, including budget, required skills, and project specifications.

Ensuring Platform Integrity: I review and verify user profiles to identify and prevent spam and fraudulent accounts, helping maintain a secure and trustworthy platform.

Job Feed Reviews: I oversaw the review process for job feed access requests, thoroughly evaluating profiles and video submissions to ensure they met platform standards, collating weekly reports, and consolidating feedback. Job Feed access requests have been phased out in March 2025.

Intercom

Hubspot

Stripe

Retool

Persona