Contra ✦ Customer Support

As a Customer Support at Contra, my role centers on providing thoughtful, efficient support to freelancers (Independents) and clients, ensuring a smooth experience across the platform. I assist users via email and live chat, helping with everything from account guidance to contract workflows, payment issues, and community-related support.

1. User Support Assist Independents and clients with account setup, project workflows, proposals, and contract management—ensuring users understand how to navigate the platform effectively.

2. Payout & Verification Assistance Troubleshoot payout delays and identity verification issues through Stripe, Airwallex, and Persona, helping users receive timely payments and access.

3. Platform Integrity Monitor user activity to flag spam, fraudulent behavior, or violations, maintaining a safe, professional environment for all users.

4. Community Curation Evaluate user-submitted posts to ensure content is relevant, high-quality, and aligned with Contra’s values—contributing to a feed that’s helpful, engaging, and focused on professional growth.

5. Recommendation Review Review recommendations submitted by clients and collaborators to ensure they meet quality standards and support freelancers in building a strong, trustworthy digital reputation.

6. Talent Matching Support Analyze project scopes, budgets, and skill requirements to help connect the right talent with the right opportunities.

7. Job Feed Access Reviews (prior to feature sunset in March 2025) Assessed freelancer profiles and video submissions, compiled weekly reports, and gathered team feedback to guide access decisions.

✦ Tools: Intercom, Retool, Stripe, Persona, Slack, Loom

My goal is to deliver clear, empathetic support that empowers independent professionals while upholding the integrity and quality of the Contra platform. Through proactive communication and process-driven problem solving, I help build a space where top talent can thrive.