* Reporting to the Community Manager, I was one of the agents in charge of managing the TV Time app’s support inbox consisting of tickets from multiple sources: email, in-app Help Center, Facebook messages, tweets and Twitter DMs. I provided technical support and customer service to TV Time’s worldwide user base, dealing with a wide variety of inquiries concerning two different products (mobile app and website) – from account issues, through bug reports to feature requests and content issues – with the aim of ensuring user retention and satisfaction and maximizing user engagement to allow for the app’s continued success. I worked closely with the Community Manager to advocate on behalf of users to drive product enhancements and new features. I also regularly ticketed bugs and saw them through to resolution, liaising with Engineering, Product, and Design teams and communicating users’ wants and needs.* Reporting to the Editorial and Operations Director, I was a member of the moderation team of TheTVDB, the crowdsourced database on which TV Time relies for all its show and movie information. My responsibilities included monitoring TheTVDB’s message board and handling requests from the user community, while also contributing to and performing editorial duties on the database, ensuring the quality and accuracy of metadata and artwork. I also helped with ticketing TVDB-related bugs and participated regularly in discussions surrounding site policies. Another aspect of my role was seeing to the seamless flow of data into the TV Time app and working to fix discrepancies between the two databases to make sure content is optimized on both ends.

* In charge of implementing new user management system with the project’s volunteers* Responsible for editing and adding content to the organization’s official website using Wix platform* Performed QA testing on the web-based system, reported bugs and UI/UX issues and liaised with programmers to see them through to resolution* Responsible for building and executing tailored marketing campaigns to various groups of email subscribers to maximize engagement* Providing technical support to the project’s volunteers and to end users

Providing technical support and customer service for the app's global user base and performing community management and content moderation services.

* Managed sales cycle from converting incoming leads, through negotiating and preparing contracts, to onboarding* Provided technical support to the company's end users (B2C) and business customers (B2B)* Provided personally tailored services based on each customer's unique use cases and business needs and maintained relationships with key business customers* Responsible for fielding bug reports and escalating to Dev team as well as detecting bugs myself; in this capacity I wrote detailed tickets and often performed initial QA & debugging* Acquired proficiency in working with multiple platforms: Intercom, JIRA, Zendesk, Zoho CRM* Worked closely with QA engineers and programmers team in managing the product development roadmap* Initiated and contributed to dozens of new features and improvements to enhance user experience* Provided regular administrative assistance to COO* Worked with Product Manager and Head Designer on sales deck for prospective clients* Maintained online Help Center, updating existing articles and composing new ones in conjunction with the product growth and the release of new features and abilities* Performed basic graphic design duties using Adobe Photoshop and Adobe Illustrator* Performed document management duties (preparing, reviewing, proofreading)