Jomarc T. Avides

User Support Specialist @Substack

Processed and closed out over 45 tickets a week and maintained a CSAT of over 96% • Utilized Zendesk, Stripe and inhouse tools to help resolve user questions within a 24-hour SLA period, including high profile clients and writers, troubleshooting bugs and improving user experience/product• Provided quality customer service resulting in 70+ conversions of free accounts to monthly/annual subscriptions in short tenure• Managed Substack Twitter account resolving high profile writers issues within a 1 hour SLA period, answering questions from the community and reporting weekly trends that is occurring within the community• Led weekly team meetings and quarterly company-wide “empathy hour” sessions to identify consumer trends, provide updates and resolve root cause