Signed in as:
filler@godaddy.com
OUR TEAM
Meet Joel Rensch – Founder & Team Lead
What began in 2019 as a solo journey on Upwork quickly turned into something much bigger.
Joel Rensch started as a dedicated customer support agent, primarily serving e-commerce stores. With a strong focus on quality and customer satisfaction, he quickly rose through the ranks to become a Customer Support Manager, leading his own remote team of high-performing agents.
As his experience grew, so did his expertise — expanding from traditional e-commerce to DTC and B2C companies, handling everything from live chat and email to phone and sales support for renowned brands like VidaXL, Emma Matrassen, Blackbelt, and multiple 6–8 figure webshops.
In 2021, driven by the desire to take on more impactful projects, Joel founded his own agency on Upwork.
What began as a test run quickly evolved into a Top Rated agency with:
27+ successful projects completed
Over 6,000 hours logged
A proven reputation for quality, speed, and reliability
Today, Joel leads a multilingual team of customer support, sales, and data specialists — helping businesses scale while delivering world-class service at every touchpoint.
Meet Geronimo Swedo – Chief Operating Officer (COO)
Geronimo Swedo's journey with FreelanceSU is a story of loyalty, growth, and leadership.
He started as a customer support agent, bringing dedication, consistency, and a deep understanding of what it takes to deliver exceptional service. Over the years, Geronimo proved himself time and time again — not just through his work ethic, but through his strategic thinking and ability to manage people and processes at scale.
His commitment to the company and clients never went unnoticed. As the agency grew, so did his role — eventually stepping into the position of Chief Operating Officer (COO).
Today, Geronimo oversees daily operations, team performance, and quality control across all departments. He plays a key role in ensuring FreelanceSU runs like a well-oiled machine — delivering top-tier support, sales, and back-office services to clients across the globe.
.png/:/cr=t:0%25,l:15.31%25,w:69.38%25,h:100%25/rs=w:1209,h:1612,cg:true)
Meet Rachel Rensch-Simson- Manager
Rachel Rensch-Simson is an integral part of the team at FreelanceSU, where she manages key areas of the business including finance, administration, and contracts. Rachel and her husband, Joel, began their professional journey as freelancers on Upwork, where they worked together and honed a diverse skill set in customer support across phone, email, and chat channels.
Over the years, Rachel has expanded her expertise, learning and refining her abilities to handle various aspects of freelance business management. Her role has evolved from freelancer to manager, and she now plays a crucial role in overseeing the smooth operation of FreelanceSU, ensuring that the day-to-day functions are seamless and efficient.
Her extensive experience in both customer support and business management makes her an invaluable asset to the team, as she works to drive the success of FreelanceSU.
Meet Charleen Gaddum - Head of Customer Support
Charleen Gaddum brings a wealth of experience and expertise to her role as Head of Customer Support. She and Joel first crossed paths as freelancers on Upwork, where their collaboration quickly evolved into a strong professional partnership.
With a deep background in customer support, Charleen has spent years working with top-tier organizations, handling some of the most complex customer issues. Her extensive experience in escalation departments has given her the unique ability to resolve even the most challenging cases with patience and precision.
Charleen is also a seasoned trainer, having developed and led numerous training programs focused on customer issue resolution, understanding customer needs, and enhancing overall support strategies. Her dedication to delivering exceptional customer service is reflected in every aspect of her work.