Michael S.

Your customers shouldn't have to chase answers. Your support queue shouldn't become a backlog. And your online community shouldn't be left unmanaged. You need someone who can investigate problems, communicate clearly, and take ownership until the right action is taken. That's where I come in. I'm a customer support specialist, content moderator & Web3 Community Manager with 9+ years of experience across customer support, online community management, content moderation, and Web3 environments. I help businesses deliver better customer experiences, resolve user issues, maintain safe online communities, and keep day-to-day support operations running smoothly. I go beyond answering tickets: I investigate problems, follow established procedures, document findings, escalate when necessary, and work toward effective resolutions. CUSTOMER SUPPORT & CUSTOMER EXPERIENCE Whether you need help managing a growing ticket queue, handling difficult customers, troubleshooting product issues, or delivering real-time assistance, I can support your customers across chat, email, phone, and ticketing channels. Here's how I can help: - Customer service and customer experience management - Live chat, online chat, and email support - Ticket management and follow-up - Phone support and call handling - Technical support and troubleshooting - Complaint handling and escalation management - Booking, reservation, and order management - Booking modifications, cancellations, and quotes - Refunds, chargebacks, and payment-related enquiries Customer Support Tools: Intercom, Zendesk, Freshdesk, HubSpot CRM, Aircall, Slack, Google Sheets, Google Docs, Google Workspace and others. CONTENT MODERATION Every piece of content represents your platform's reputation. Inconsistent moderation, missed policy violations, and overlooked harmful content can undermine user trust. With experience reviewing online content and enforcing platform guidelines, I understand the importance of accuracy, consistency, sound judgment, and following moderation policies, even when handling large volumes of content. My content moderation services include: - Content moderation and user-generated content review - Social media content moderation - Image, video, text, and comment moderation - Policy and community guideline enforcement - Identification of inappropriate or harmful content - Content classification and labeling - Data annotation and labeling according to provided guidelines - Quality control and moderation accuracy -Maintaining content quality and platform safety Moderation Tools & Platforms: Meta Business Suite, Telegram, Discord, Combot, Shieldy, Rose, and other relevant moderation tools and platforms. I prioritize accuracy, consistency, attention to detail, confidentiality, and adherence to client guidelines. Whether you need help reviewing user-generated content, moderating social media, labeling data, identifying policy violations, or maintaining content quality at scale, I can help you keep your platform organized and aligned with your requirements. WEB3, CRYPTO & BLOCKCHAIN COMMUNITY SUPPORT With extensive experience in Web3 and crypto communities, I understand the importance of responsive communication, community trust, user education, and reliable moderation in fast-moving blockchain environments. I can support: - Web3 and crypto customer support - Crypto community management - Telegram and Discord community moderation - NFT and blockchain community support - DeFi community assistance - Crypto project research and platform testing - Scam, spam, and impersonation awareness - Community announcements and engagement Web3 & Research Tools: Telegram, Discord, TradingView, DexScreener, CoinMarketCap, GitBook, Notion among others. WHAT YOU CAN EXPECT WHEN YOU HIRE ME - Clear, professional, and empathetic communication - Strong problem-solving and troubleshooting skills - Accurate ticket handling and detailed documentation - Calm, professional handling of difficult customers - Consistent application of community guidelines - Attention to detail and responsible escalation - Experience supporting customers, drivers, partners, and online users - Adaptability to new tools, products, and workflows - Reliable communication and collaboration across teams - A customer-first approach focused on practical resolutions Whether you need a Customer Support Specialist, Customer Service Representative, Live Chat Agent, Email Support Agent, Technical Support Specialist, Content Moderator, Community Moderator, or Web3 Community Manager, I can help you manage the workload, support your users, and protect the experience your business delivers. If you need someone who communicates professionally, takes ownership, and focuses on getting things resolved, let's discuss how I can support your business.