Emma P.

Customer Support Specialist | Account Management | Market Research

Hello! I’m Emma, based in Philadelphia, with a Bachelor’s and Master’s in Economics from Fordham University. I have over three years of experience in customer support and client success across SaaS, fintech, edtech, and digital marketing. I specialize in onboarding, account management, complex issue resolution, and building workflows that improve user adoption. In my contract roles, I supported 20–200+ clients per engagement, managing multi-channel communication, resolving technical issues, and designing onboarding processes that reduced setup time by up to 30%. I’ve built full support infrastructures using Intercom, including AI workflows, macros, knowledge bases, and customer-facing features like Product Tours and Checklists. I also have experience creating reports, surveys, and guidance materials to help clients get the most out of their products. I am available for a variety of tasks, including customer success, data entry, market research, virtual assistant work, and usability testing. I work independently, handle sensitive information with care, and consistently deliver high-quality results. Key Skills: Intercom (expert), ZenDesk, Close, GoHighLevel, CRM Tools, Jira, Trello, Microsoft 365, Google Workspace, Slack, Zoom, QA & Usability Testing, Customer Onboarding, Knowledge Base Creation, AI Workflow Implementation