Senior Customer Support & Social Media Specialist|Team Lead

Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Associate in Arts / BS Computer Science 

Last Active

March 17th, 2025 (13 days ago)

Member Since

February 26th, 2017

Profile Description

Hi! I'm Upgrade to see actual info — a versatile Customer Support and Social Media Specialist with over 10 years of experience across eCommerce, SaaS, Healthcare, and Marketplace platforms. I help brands create amazing customer experiences, protect their platforms through Trust & Safety processes, and build strong online communities — all while leading and mentoring high-performing teams.
? My Key Services:
???? Customer Support (Email, Chat, Social Media):
Delivering fast, professional, and empathetic responses that drive customer satisfaction and loyalty.
Handling escalations, technical support, and complex customer issues with a solutions-driven mindset.
???? Social Media Customer Engagement & Brand Voice Management:
Monitoring and responding to comments, DMs, reviews, and mentions on platforms like Instagram, TikTok, Facebook, and Twitter.
Ensuring every interaction reflects your brand's tone and values, while also driving engagement and trust.
???? Marketplace & Trust & Safety Support:
Reviewing disputes, account suspensions, fraud cases, and policy violations to protect platforms and ensure fair play.
Investigating and resolving sensitive customer issues with professionalism and confidentiality.
???? Team Leadership & Training:
Managing, mentoring, and training customer support and social teams to achieve top-tier performance.
Creating and implementing SOPs, workflows, and quality standards to keep the team aligned and productive.
Monitoring teaUpgrade to see actual infotrics and providing actionable insights to improve service delivery.
???? Tools I Work With:
Social Media & Monitoring: Sprinklr, Brandwatch, Meta Business Suite
Customer Support Tools: Zendesk, Freshdesk, Intercom, Slack, Gorgias
Project & Team Management: Trello, Asana, ClickUp
???? Why Choose Me?
?? Multi-skilled professional — blending customer service, social engagement, dispute management, and leadership

?? Detail-oriented & organized — never missing important messages or deadlines

?? Proactive communicator — keeping you updated and ensuring smooth collaboration

?? Customer-first mindset — always advocating for great customer experiences
???? Let’s Work Together!
Whether you need customer support, social media management, account review, or team leadership, I’m ready to bring value to your team and help your brand grow. Let’s chat about how I can help!