sabrina

Deliver customer support via chat and email through Intercom, handling account, payment, crypto, and technical inquiries. Manage escalated cases and ensure resolution within SLA targets. Monitor Intercom Fin AI performance, identify knowledge gaps, and support continuous improvement of AI-assisted customer experiences. Create and maintain Knowledge Base articles, Help Center content, templates, and SOPs to improve self-service and support efficiency. Collaborate with internal teams to investigate complex issues and optimize customer support workflows.

Delivered personalized chat & email support to VIP users. Managed high-priority cases and escalations. Provided tailored solutions to improve retention.

Bilingual support (EN/ES) via chat & email. Handled KYC/AML, payments, and account issues. Supported deposits, withdrawals, and VIP users.

Managed multiple chat conversations with SLA compliance. Delivered solution-oriented support. Promoted services to enhance customer experience (Sales/Retention).

Chat & email support in high-volume remote environment. Resolved customer issues and maintained high satisfaction. Used Salesforce to investigate and manage cases.

Managed email/ticket support via Salesforce. Resolved billing and account-related issues. Maintained SLA and response time targets.