Customer Support Specialist

Creative Market is a global platform for creators to buy and sell high-quality design products. The marketplace offers various designs, including installable fonts, icons, website themes, clipart, UI kits, Photoshop brushes, stock photographs, and 3D models.

I worked as a Customer Support Specialist at Creative Market from October 2021 to June 2024.

Efficiently responded to over 200 weekly written email inquiries via Zendesk, Gmail, TrustPilot, and Slack.

Took ownership of customer and shop issues from initial contact to resolution, managing the ticket queue, addressing urgent requests, and ensuring timely responses.

Managed critical functions and senior responsibilities, including shop payout issues, tax compliance, and risk management.

Provided instructions and tutorials on services to existing customers, shops, and internal teams.

Advocated for user feedback and collaborated with internal teams to implement process improvements.

Supported shop, customer, and membership inquiries. Reported bugs affecting user experience to foster long-term customer retention.

Created value-adding education and resources, updated and tailored macros to fit specific questions and complex issues. 

Point of contact and contributed ideas in team meetings to change and improve the ever-evolving knowledge base for users and internal teams.

Managed the chargeback queue, which significantly increased the number of won chargebacks successfully disputed, resulting in substantial savings on related fees.

Established best practices, created training materials, maintained internal documentation on Risk Management, and provided monthly reports.

Zendesk, Slack, Linear, Notion, Payment Processing and Tax Compliance Platforms, and Metabase