• Respond to incoming inquiries via email and occasional phone calls, providing clear, timely, and helpful solutions. • Proactively follow up with users to ensure they understand the platform and feel confident using it. • Identify friction points, recurring issues, or at-risk behaviors and address them before they escalate. • Manage support requests professionally, ensuring each customer interaction is positive and effective. • Build and maintain long-term relationships with customers through consistent communication and reliable follow-up. • Coordinate with internal teams when issues require technical review or escalation. • Ensure customers always know who to contact and feel genuinely supported throughout their experience. • Resolve problems quickly and professionally while upholding high customer experience standards.