Customer Support @ Contra 💠

I joined Contra as a Customer Support Specialist in May 2024, where I contribute to a smooth and positive experience for both freelancers and clients. My role blends problem-solving, organization, and attention to detail to enhance user satisfaction and ensure the platform runs reliably.

User Support & Guidance: I assist users (both freelancers and clients) by answering inquiries and providing clear guidance throughout processes such as hiring, applications, and more.

Payouts & Verifications: I troubleshoot payment-related issues, verify account details, and liaise with third-party processors like Stripe and Airwallex to ensure timely payouts. I also assist users with identity verification through Stripe and Persona, helping resolve any related issues.

Resource Management: I maintain a comprehensive catalog of over 4,000 tools, ensuring tool names and logos are up-to-date to support accurate tagging and better user navigation.

Talent Matching: I help align freelancers with relevant job opportunities by analyzing project requirements, client budgets, and necessary skills to make informed recommendations.

Platform Integrity: I review user profiles to detect and prevent spam or fraudulent activity, helping keep the platform safe and trustworthy.

Job Feed Access Reviews: I led the review of Job Feed access requests by assessing freelancer profiles and video submissions, compiling weekly reports, and gathering team feedback to inform decisions. (Job Feed access requests have been phased out in March 2025.)

Project Curation: I help identify and curate projects that reflect the range and quality of work on the platform, contributing to the selection of featured projects.

Challenge and Hackathon Review: I review and evaluate challenge and hackathon submissions to ensure they meet all participation guidelines and quality standards, verifying eligibility, rule compliance, and clarity of deliverables.

Community Moderation: I help maintain a safe and high-quality community environment by monitoring user activity, reviewing posts for guideline compliance, and removing spam or inappropriate content to prevent misuse and ensure a positive experience for all users.

Intercom

Hubspot

Stripe

Retool

Persona