Provided white-glove support, assisting clients with platform configuration, troubleshooting, and optimization to enhance their digital presence. Acted as the main point of contact for key clients, proactively resolving concerns and identifying growth opportunities through emails and calls. Collaborated with cross-functional teams (Product, Engineering, and Support) to resolve technical issues and enhance customer experience. Managed and nurtured enterprise customer relationships, ensuring seamless engagement, in a SaaS environment.

Provided technical support for customers using Reputations SaaS platform, troubleshooting issues via phone, email, and chat to ensure seamless user experience. Assisted clients in managing their social media presence, online reviews, and reputation management strategies. Maintained detailed records of customer interactions, issues, and resolutions using Salesforce CRM. Documented technical procedures, guidelines, and solutions to enhance the knowledge base and support training efforts. Worked closely with cross-functional teams to address and resolve issues efficiently.

Acted as the voice of enterprise customers, managing their online reputation by responding to social media comments and online reviews. Collaborated with customers to understand their initiatives and shared best practices for review responses. Supported the quality analyst in creating Standard Operating Procedures (SOPs) and documenting processes.

Served as the primary point of contact between Amazon and content publishers using the KDP tool, providing support for content uploads and issue resolution via phone and email. Adhered to site performance and behavior guidelines as set by management. Collaborated with cross-functional teams to address and resolve systemic issues.