Freelancer profile translated to English.
Back to original languageAbout Rani
Customer Support • Support Operations • Customer Experience
Nearly 17 years of experience in customer support and international community management, I help companies optimize their customer support, support operations, and user experience.
Throughout my career, I have managed support for several international communities, managed support operations for several international communities, handled thousands of customer requests, coordinated moderation teams, and collaborated daily with Product, QA, and Development teams to improve user experience.
My areas of expertise
- Customer support (email, tickets, chat, forums, and social media)
- Technical support and incident management
- Support Operations & process improvement
- Knowledge base management and optimization
- Community Operations & moderation
- Distributed team coordination
- Documentation, FAQs, and user communications
- Reporting and analysis of user feedback
- Collaboration with Product, QA, and Development teams
Tools
Zendesk • Jira • Confluence • Freshdesk
I work in French, English, and Arabic, and I am available for short-term or long-term assignments. I work with companies in the SaaS, Tech, digital services, and video game sectors.
French
Native or bilingual
English
Fluent
Arabic
Native or bilingual
Remote only
Primarily works remotely
Experience
- LionmoonCustomer Support & Community ManagerVIDEO GAMES AND ANIMATIONJanuary 2020 - Today (6 years and 7 months)Mannheim, GermanyResponsible for customer support and community management for several online games internationally.• Managed customer support and resolved requests related to accounts and technical issues.• Acted as an interface between users and development teams to report bugs, incidents, and customer feedback.• Communicated with communities via forums, social media, and official announcements.• Coordinated volunteer moderation teams and supported international communities.• Participated in the continuous improvement of support processes and user experience.
- GameforgeCustomer Support Specialist & Community ManagerVIDEO GAMES AND ANIMATIONFebruary 2009 - Today (17 years and 5 months)Landkreis Karlsruhe, GermanyFor over 17 years, I have been supporting international communities by ensuring customer support, managing user feedback, and coordinating community operations.My main responsibilities include:• Customer support and resolution of requests related to accounts and technical issues.• Analysis, qualification, and tracking of bugs, incidents, and user feedback in collaboration with Product and Development teams.• Coordination of international teams of volunteer moderators and support for their activities.• Communication with communities via forums, social media, and official announcements.• Writing and updating knowledge bases and internal documentation.• Monitoring support indicators and continuous improvement of processes to optimize customer experience.
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Education
- Bachelor's degree in Mathematics-Computer ScienceUniversité Joseph fourrier2007