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Head of customer support
City:
Kyiv
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DMYTRO KONONENKO
Phone: [open contact info ](look above in the "contact info" section)
Email: [open contact info ](look above in the "contact info" section)
LinkedIn profile
PROFESSIONAL SUMMARY
Customer Support Leader with 10 years of experience in the gaming
industry. Expert in managing multicultural teams, maintaining high
customer satisfaction (83%+ CSAT), and optimizing support workflows.
Skilled in implementing effective CS procedures, quality control processes,
and support automation across PC, console, and mobile gaming platforms.
PROFESSIONAL EXPERIENCE
Customer Support Lead | Live Play Mobile Inc. | April 2021 – April 2025
• Led a multicultural team of 6 support agents across Ukraine, Poland, and Indonesia, ensuring 24/7
coverage
• Maintained consistent CSAT scores of 90%+ through implementation of effective quality control
measures & automations.
• Optimized ticket handling processes, achieving first reply times under 5 hours and resolution times
under 6 hours in general.
• Implemented support automation tools and streamlined workflows to increase team efficiency by
30%
• Developed comprehensive quality control protocols and team performance metrics
• Created and updated standardized procedures for ticket handling and customer interactions
• Conducted regular performance reviews and set individual development goals for team members
Community Manager/Game Master/Customer Support Representative | Keywords Player Support | April
2015 - April 2021
• Managed customer support functions across multiple gaming platforms (PC, console, mobile)
• Successfully handled 4 concurrent projects while serving in 3 different roles
• Created knowledge base articles and support documentation for players
• Collaborated with development teams to escalate and resolve player-reported issues
• Monitored community forums and social media channels to address player concerns
• Provided detailed bug reports and player feedback to development teams
• Contributed to improving first response times and customer satisfaction metrics
Customer Support Representative | Netfix LLC | February 2015 - April 2015
• Provided front-line customer support for software users
• Resolved customer inquiries through email and chat support channels
• Documented common issues for the internal knowledge base
• Assisted in developing standard response templates for frequent inquiries
SKILLS
Technical Skills
• Customer Support Systems: Zendesk, Helpshift, Zoho, SalesForce
• Project Management Tools: JIRA, Confluence
• Customer Satisfaction (CSAT) Management
• Service Level Agreement (SLA) Compliance
• First Contact Resolution (FCR)
• Support Workflow Optimization
• Knowledge Base Management
Leadership Skills
• Team Management and Development
• Quality Control Implementation
• Process Documentation
• Performance Metrics Analysis
• Cross-functional Collaboration
• Multicultural Team Leadership
• Customer Experience Strategy
Language Skills
• English (Advanced)
• Ukrainian (Native)
EDUCATION
Master's Degree in Management and Administration | Kyiv National University of Construction and
Architecture
ADDITIONAL INFORMATION
Hobbies: Cycling (participant in Kyivska Sotka 2016, 2018, 2019, 2020), hiking, video games, board games,
and psytrance music.
Personal Attributes: Fast learner, excellent communication skills, team player, conflict resolution abilities,
strong organizational skills.
Phone: [
Email: [
LinkedIn profile
PROFESSIONAL SUMMARY
Customer Support Leader with 10 years of experience in the gaming
industry. Expert in managing multicultural teams, maintaining high
customer satisfaction (83%+ CSAT), and optimizing support workflows.
Skilled in implementing effective CS procedures, quality control processes,
and support automation across PC, console, and mobile gaming platforms.
PROFESSIONAL EXPERIENCE
Customer Support Lead | Live Play Mobile Inc. | April 2021 – April 2025
• Led a multicultural team of 6 support agents across Ukraine, Poland, and Indonesia, ensuring 24/7
coverage
• Maintained consistent CSAT scores of 90%+ through implementation of effective quality control
measures & automations.
• Optimized ticket handling processes, achieving first reply times under 5 hours and resolution times
under 6 hours in general.
• Implemented support automation tools and streamlined workflows to increase team efficiency by
30%
• Developed comprehensive quality control protocols and team performance metrics
• Created and updated standardized procedures for ticket handling and customer interactions
• Conducted regular performance reviews and set individual development goals for team members
Community Manager/Game Master/Customer Support Representative | Keywords Player Support | April
2015 - April 2021
• Managed customer support functions across multiple gaming platforms (PC, console, mobile)
• Successfully handled 4 concurrent projects while serving in 3 different roles
• Created knowledge base articles and support documentation for players
• Collaborated with development teams to escalate and resolve player-reported issues
• Monitored community forums and social media channels to address player concerns
• Provided detailed bug reports and player feedback to development teams
• Contributed to improving first response times and customer satisfaction metrics
Customer Support Representative | Netfix LLC | February 2015 - April 2015
• Provided front-line customer support for software users
• Resolved customer inquiries through email and chat support channels
• Documented common issues for the internal knowledge base
• Assisted in developing standard response templates for frequent inquiries
SKILLS
Technical Skills
• Customer Support Systems: Zendesk, Helpshift, Zoho, SalesForce
• Project Management Tools: JIRA, Confluence
• Customer Satisfaction (CSAT) Management
• Service Level Agreement (SLA) Compliance
• First Contact Resolution (FCR)
• Support Workflow Optimization
• Knowledge Base Management
Leadership Skills
• Team Management and Development
• Quality Control Implementation
• Process Documentation
• Performance Metrics Analysis
• Cross-functional Collaboration
• Multicultural Team Leadership
• Customer Experience Strategy
Language Skills
• English (Advanced)
• Ukrainian (Native)
EDUCATION
Master's Degree in Management and Administration | Kyiv National University of Construction and
Architecture
ADDITIONAL INFORMATION
Hobbies: Cycling (participant in Kyivska Sotka 2016, 2018, 2019, 2020), hiking, video games, board games,
and psytrance music.
Personal Attributes: Fast learner, excellent communication skills, team player, conflict resolution abilities,
strong organizational skills.
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The candidate's resume is posted at https://www.work.ua/resumes/13307659/