Customer support

Customer support is not separate from community building. It is where trust is won or lost. At Elsewhere, I built the venue's customer support infrastructure from the ground up, establishing workflows, response protocols, and tone guidelines across email, Discord, and social channels. I managed high volumes of inbound communications, resolving issues ranging from ticketing disputes to event complaints with a consistent focus on speed, empathy, and member retention.

I approach every support interaction as a community touchpoint. A resolved problem handled with care turns a frustrated customer into a loyal one. Using platforms including Zendesk, Gorgias, Brandwatch, and Sked, I track satisfaction metrics, monitor sentiment, and identify recurring issues before they escalate.