Magnus Crown

Junior Customer Support Specialist · Live Chat | Email | Text | Social Media Moderation

Talent

LondonMember since June 30, 2026

IntercomTidioZendesk ChatMeta Business SuiteDe-escalationCRM DocumentationChat Support RepresentativeCustomer ServiceSocial Media ManagerSupportive servicesVirtual AssistantVirtual administrative supportSupport servicesCommunicationTroubleshootingProblem SolvingEmotional intelligenceEmpathyCustomer escalation managementCustomer RelationsTextEmail etiquetteActive listeningAdaptabilityAttention to detailCRM systemsCustomer engagementCustomer inquiry handlingCustomer support ticket managementEmail supportLive chatManaging clients in a customer support roleTime managementTypingTechnical Support

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IntercomTidioZendesk ChatMeta Business SuiteDe-escalation

About

Enthusiastic Junior Customer Support Specialist with 10 LinkedIn Learning certifications including NASBA-accredited and PMI-accredited credentials. Specializes in multi-channel text-based support including live chat, email, in-app ticketing and social media moderation. Trained in first-contact resolution (FCR), de-escalation, multi-conversational multitasking, CRM documentation and community moderation across platforms including Intercom, Tidio and Zendesk Chat.

Available immediately for full-time remote shifts globally.

Experience

Junior Customer Support Specialist at Freelance (2025-01 – Present)

Independent Contractor managing multi-channel customer support across various platforms.

Managed multi-channel chat and ticket simulations across Tidio and Intercom environments, documenting 50+ mock customer cases using structured CRM-style case records.
Resolved high-stress customer escalations via live chat and email, applying de-escalation frameworks to consistently achieve first-contact resolution (FCR) outcomes.
Monitored and moderated social media comment feeds and direct messages across Meta Business Suite, converting inquiries into engagement using targeted calls-to-action (CTAs).
Utilized helpdesk workflows, ticket tagging and canned response techniques to optimize response times while managing multiple customer conversations simultaneously.