Charlie Potthoff
Customer Service Lead at Great Age Reboot- Claim this Profile
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German Native or bilingual proficiency
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English Native or bilingual proficiency
Topline Score
Bio
John Day
Charlie is a good community manager and customer service professional. I was often surprised at just how quickly, thoroughly, and often Charlie would engage with our users, including outside of any normal working schedule. Charlie cares about doing a good job, and will always relay important feedback that we are getting from users, whether it be good or bad. Charlie is a quick study, and can adapt to new situations really well. She's an asset to any community, customer service, or social media management team.
Qui Le
During Charlie's tenure as a community manager at Shadow, their impact was nothing short of transformative. Charlie revitalized our dormant German social media channels, fostering a positive rapport with both our Discord community and moderators. They brilliantly nurtured community engagement through initiatives like company sponsored giveaways. Beyond regional responsibilities, Charlie assisted other markets in bolstering their social media efforts. Their strategic mindset shone when they laid the groundwork for our performance metrics, creating a clear and consistent template for all KPI reports. On the content front, Charlie was instrumental in enhancing our LinkedIn presence and took the commendable initiative to translate crucial content, including blog posts and patch notes. Charlie's dedication to community-building and proactive approach were truly invaluable, and I wholeheartedly endorse their expertise.
John Day
Charlie is a good community manager and customer service professional. I was often surprised at just how quickly, thoroughly, and often Charlie would engage with our users, including outside of any normal working schedule. Charlie cares about doing a good job, and will always relay important feedback that we are getting from users, whether it be good or bad. Charlie is a quick study, and can adapt to new situations really well. She's an asset to any community, customer service, or social media management team.
Qui Le
During Charlie's tenure as a community manager at Shadow, their impact was nothing short of transformative. Charlie revitalized our dormant German social media channels, fostering a positive rapport with both our Discord community and moderators. They brilliantly nurtured community engagement through initiatives like company sponsored giveaways. Beyond regional responsibilities, Charlie assisted other markets in bolstering their social media efforts. Their strategic mindset shone when they laid the groundwork for our performance metrics, creating a clear and consistent template for all KPI reports. On the content front, Charlie was instrumental in enhancing our LinkedIn presence and took the commendable initiative to translate crucial content, including blog posts and patch notes. Charlie's dedication to community-building and proactive approach were truly invaluable, and I wholeheartedly endorse their expertise.
John Day
Charlie is a good community manager and customer service professional. I was often surprised at just how quickly, thoroughly, and often Charlie would engage with our users, including outside of any normal working schedule. Charlie cares about doing a good job, and will always relay important feedback that we are getting from users, whether it be good or bad. Charlie is a quick study, and can adapt to new situations really well. She's an asset to any community, customer service, or social media management team.
Qui Le
During Charlie's tenure as a community manager at Shadow, their impact was nothing short of transformative. Charlie revitalized our dormant German social media channels, fostering a positive rapport with both our Discord community and moderators. They brilliantly nurtured community engagement through initiatives like company sponsored giveaways. Beyond regional responsibilities, Charlie assisted other markets in bolstering their social media efforts. Their strategic mindset shone when they laid the groundwork for our performance metrics, creating a clear and consistent template for all KPI reports. On the content front, Charlie was instrumental in enhancing our LinkedIn presence and took the commendable initiative to translate crucial content, including blog posts and patch notes. Charlie's dedication to community-building and proactive approach were truly invaluable, and I wholeheartedly endorse their expertise.
John Day
Charlie is a good community manager and customer service professional. I was often surprised at just how quickly, thoroughly, and often Charlie would engage with our users, including outside of any normal working schedule. Charlie cares about doing a good job, and will always relay important feedback that we are getting from users, whether it be good or bad. Charlie is a quick study, and can adapt to new situations really well. She's an asset to any community, customer service, or social media management team.
Qui Le
During Charlie's tenure as a community manager at Shadow, their impact was nothing short of transformative. Charlie revitalized our dormant German social media channels, fostering a positive rapport with both our Discord community and moderators. They brilliantly nurtured community engagement through initiatives like company sponsored giveaways. Beyond regional responsibilities, Charlie assisted other markets in bolstering their social media efforts. Their strategic mindset shone when they laid the groundwork for our performance metrics, creating a clear and consistent template for all KPI reports. On the content front, Charlie was instrumental in enhancing our LinkedIn presence and took the commendable initiative to translate crucial content, including blog posts and patch notes. Charlie's dedication to community-building and proactive approach were truly invaluable, and I wholeheartedly endorse their expertise.
Experience
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Great Age Reboot
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Wellness and Fitness Services
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1 - 100 Employee
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Customer Service Lead
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Oct 2022 - Jun 2023
- Led and managed the customer support team - Reduced response time to customer tickets from 48 hours down to less than 2h - Ensured that over 95% of the app's user base had their issue resolved within 3 business days, demonstrating a commitment to timely and effective customer support - Managed and responded to customer tickets, providing prompt assistance and helping customers resolve their issues - Improved the user experience and flow for support matters, making it easier… Show more - Led and managed the customer support team - Reduced response time to customer tickets from 48 hours down to less than 2h - Ensured that over 95% of the app's user base had their issue resolved within 3 business days, demonstrating a commitment to timely and effective customer support - Managed and responded to customer tickets, providing prompt assistance and helping customers resolve their issues - Improved the user experience and flow for support matters, making it easier for customers to get the help they need - Created a community and feedback forum, giving users a platform to share their experiences and feedback, and providing the company with insights for future product development Show less - Led and managed the customer support team - Reduced response time to customer tickets from 48 hours down to less than 2h - Ensured that over 95% of the app's user base had their issue resolved within 3 business days, demonstrating a commitment to timely and effective customer support - Managed and responded to customer tickets, providing prompt assistance and helping customers resolve their issues - Improved the user experience and flow for support matters, making it easier… Show more - Led and managed the customer support team - Reduced response time to customer tickets from 48 hours down to less than 2h - Ensured that over 95% of the app's user base had their issue resolved within 3 business days, demonstrating a commitment to timely and effective customer support - Managed and responded to customer tickets, providing prompt assistance and helping customers resolve their issues - Improved the user experience and flow for support matters, making it easier for customers to get the help they need - Created a community and feedback forum, giving users a platform to share their experiences and feedback, and providing the company with insights for future product development Show less
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Shadow
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United States
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Entertainment
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1 - 100 Employee
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Community Manager
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Jan 2022 - Oct 2022
- Managed all community-facing German communication channels, ensuring a consistent representation of the brand image - Created and executed social media content strategies on Facebook, Twitter, and Instagram, informed by industry trends and performance data - Monitored and reported on social media key performance indicators, implementing strategies to optimize channel performance - Contributed to community management efforts for the US and French regions and collaborated with the… Show more - Managed all community-facing German communication channels, ensuring a consistent representation of the brand image - Created and executed social media content strategies on Facebook, Twitter, and Instagram, informed by industry trends and performance data - Monitored and reported on social media key performance indicators, implementing strategies to optimize channel performance - Contributed to community management efforts for the US and French regions and collaborated with the creative team to develop visually appealing social media content - Interacted with the community daily, addressing questions and resolving conflicts - Led a team of 6 volunteer moderators and community staff - Conducted translations of emails, patch notes, subtitles, and blog articles Show less - Managed all community-facing German communication channels, ensuring a consistent representation of the brand image - Created and executed social media content strategies on Facebook, Twitter, and Instagram, informed by industry trends and performance data - Monitored and reported on social media key performance indicators, implementing strategies to optimize channel performance - Contributed to community management efforts for the US and French regions and collaborated with the… Show more - Managed all community-facing German communication channels, ensuring a consistent representation of the brand image - Created and executed social media content strategies on Facebook, Twitter, and Instagram, informed by industry trends and performance data - Monitored and reported on social media key performance indicators, implementing strategies to optimize channel performance - Contributed to community management efforts for the US and French regions and collaborated with the creative team to develop visually appealing social media content - Interacted with the community daily, addressing questions and resolving conflicts - Led a team of 6 volunteer moderators and community staff - Conducted translations of emails, patch notes, subtitles, and blog articles Show less
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Life Beyond Studios
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France
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Computer Games
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1 - 100 Employee
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Community Manager
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Jan 2021 - Nov 2021
- Supported and worked with the Community Director until March 2021 - Continued to work with the Director of Product. - Supported the development of engagement strategies and executed them. - Developed and executed Discord strategies to increase user base and engagement. (grew the Discord server by 160%+) - Created, published, and monitored content across social media. - Created newsletters to update the community on the game's development. - Hosted livestreams of the game… Show more - Supported and worked with the Community Director until March 2021 - Continued to work with the Director of Product. - Supported the development of engagement strategies and executed them. - Developed and executed Discord strategies to increase user base and engagement. (grew the Discord server by 160%+) - Created, published, and monitored content across social media. - Created newsletters to update the community on the game's development. - Hosted livestreams of the game on a weekly basis. - Documented and reported on community sentiment and community and social media engagement by making monthly and weekly reports that are shared internally. - Wrote and published Patch Notes for game updates. - Assisted in the creation of social media marketing assets. - Assisted in copywriting for Dev Blogs, Developer Q&A videos as well as Game Update Videos. - Assisted in the creation of strategic CRM plans and defined timeframes to boost member retention & drive up new member acquisition. Show less - Supported and worked with the Community Director until March 2021 - Continued to work with the Director of Product. - Supported the development of engagement strategies and executed them. - Developed and executed Discord strategies to increase user base and engagement. (grew the Discord server by 160%+) - Created, published, and monitored content across social media. - Created newsletters to update the community on the game's development. - Hosted livestreams of the game… Show more - Supported and worked with the Community Director until March 2021 - Continued to work with the Director of Product. - Supported the development of engagement strategies and executed them. - Developed and executed Discord strategies to increase user base and engagement. (grew the Discord server by 160%+) - Created, published, and monitored content across social media. - Created newsletters to update the community on the game's development. - Hosted livestreams of the game on a weekly basis. - Documented and reported on community sentiment and community and social media engagement by making monthly and weekly reports that are shared internally. - Wrote and published Patch Notes for game updates. - Assisted in the creation of social media marketing assets. - Assisted in copywriting for Dev Blogs, Developer Q&A videos as well as Game Update Videos. - Assisted in the creation of strategic CRM plans and defined timeframes to boost member retention & drive up new member acquisition. Show less
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Kaufmann im Einzelhandel
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Aug 2020 - Oct 2020
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Verkäufer
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May 2020 - Aug 2020
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Education
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2014 - 2020
Gymnasium Petrinum Brilon
Fachhochschulreife -
2012 - 2014
Städtisches Gymnasium Sundern
Community
