Customer Support Specialist

Key Responsibilities:

A. Customer query management:

1. Monitor and respond promptly to all customer and freelancer email queries.

2. Handle and resolve messages received via the admin panel or support dashboard.

3. Categorize issues accurately and escalate unresolved concerns to relevant internal teams.

4. Ensure all queries are resolved within defined SLAs to maintain high CSAT scores.

B. Issue resolution & process improvement:

1. Identify recurring issues and suggest process, policy, or UX improvements to reduce repetitive queries.

2. Maintain structured records of complaints, resolutions, and feedback.

3. Coordinate with product and operations teams to convert customer insights into actionable improvements.

C. Reputation & review management:

1. Proactively reach out to satisfied clients and freelancers to encourage positive reviews on the platform and external review sites (e.g., Google, Trustpilot).

2. Monitor brand mentions and online reviews across social channels.

3. Respond to feedback professionally and maintain a positive brand tone.

4. Collaborate with the marketing team to track and improve online reputation scores.

D. Feedback & follow-ups:

1. Conduct post-project or post-transaction follow-ups to gather structured feedback.

2. Maintain detailed logs to identify recurring service gaps.

3. Provide regular reports on customer sentiment and improvement areas.