Melissa T.

Key Skills

Software

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Top Subject Matter

Customer Support & Customer Experience

AI Training, Chatbot Evaluation & Workflow Automation

Content Moderation & QA Review

Top Data Types

Text

Document

Top Task Types

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Freelancer Overview

I’m a Senior Customer Experience and Support Specialist with 6+ years of experience in crypto and fintech environments, specializing in support operations, workflow optimization, AI-assisted customer support, and process automation. I have extensive experience working with Intercom, including building and optimizing workflows, creating automation paths, improving internal support processes, and training AI systems like Fin AI using company knowledge bases, support documentation, macros, and escalation logic to improve customer resolution quality and efficiency. My background includes multilingual customer support, escalations, KYC and payment-related cases, QA review, live chat and email support, and workflow organization for remote international teams. I’m experienced with tools such as Intercom, Zendesk, Slack, Notion, Google Workspace, CRM systems, and AI-driven support platforms. One of my strongest skills is understanding customer behavior and translating operational knowledge into structured workflows, automations, and AI guidance systems that improve both customer experience and internal team performance.

Education

Work History