Олександр

Oleksandr Rubakha
Customer Support Lead with 9+ years of experience in building and managing support teams,
specializing in fintech, crypto, and SaaS. Focused on customer satisfaction, process efficiency, and
team development.

Work experience

Personal Remote Technical Support Agent Mar 2015 - Dec 2015
ZoomSupport, Ternopil
Name Started as a support representative with tickets in CRM and chats in LogMeIn application via remote
Oleksandr Rubakha desktop. Was providing customers from over the world (USA, Canada, Australia, EU zone countries,
Address Brazil, etc.) with technical support service for Apple devices and also Windows/Android‑based
Ternopil devices. Later, incoming and outgoing calls. Helped customers to solve their computer related
Phone number problems via phone.
[open contact info](look above in the "contact info" section)
Email Tech Support Supervisor Dec 2015 - Mar 2017
[open contact info](look above in the "contact info" section) ZoomSupport, Ternopil/Lviv
Date of birth Had a team of 8 agents. Helped my team with non-usual cases and hard customers. Was
19-09-1994 responsible for distribution of cases in the beginning of the shift, communication with other office's
Nationality supervisors from other shifts. Managed the team work during the shift. And, responsible for proper
Ukrainian transfer of the cases to the next shift.

Languages Sub TechSupervisor Mar 2017 - Dec 2018
ZoomSupport, Kyiv
Ukrainian Native We had 2 teams merged, went back to Senior agent/Sub Supervisor duties. Mostly the same I did
before except accepting cases from previous shift and sending what's left to the next shift. Even,
English Advanced
though, I was not an official lead of the team, everyone called me "Father" xD
Russian Advanced
Dedicated Support Agent Dec 2018 - Mar 2020
SupportYourApp, Kyiv
Moved to Kyiv, joined SupportYourApp as Support Agent. Supported one of Company's client’s
products. Calls, tickets support. Worked with their custom CRM. It was a mobile app for filtering
internet content + limitation of iOS/Android functionality.

Team Lead Mar 2020 - Jul 2022
SupportYourApp
Got a new project. Helped to build and set up a customer support department for a cryptocurrency
fintech software startup. Started with a team of 8, then it increased to 24. As for now, we don't have
calls or live chats, tickets only. Developed the whole Zendesk structure
(Views/Automatizations/Triggers/Macros/Groups/Tags/SLA, etc.), helped with Zendesk Help Center,
used ZD Explore for monitoring team metrics. Created a training program for newbies. Was pushing
a proper QA not for my department tickets only, but for payments and KYC teams as well since I was
in tight communication with them and knew how they operate. Managed scheduling. Trainings were
also on me first, then delegated.

Player Experience Lead Jul 2022 - Oct 2022
MillionOnMars, Kyiv
Web3, NFT‑based game startup. Helped to migrate CRM database from HubSpot to Zendesk and
developed whole Zendesk setup. Was responsible for the development of the whole Player
Experience department. Helped with HelpCenter development and filling(updating) game‑related
information. Also, was responsible for procedures documentation development. Unfortunately, 2022
turned out a bad year for most of crypto world, startups are especially vulnerable. We didn't get the
expected amount of support requests load so MoM decided to terminate all the PX department.

Customer Support Lead Apr 2023 - Jun 2025
Any.Team, Kyiv
Managing two customer support teams in fintech field. One is B2C, another B2B. Those are: online
exchangers, crypto wallets, payment aggregator. Latest product is related to a custodial crypto wallet
with crypto card support and non‑custodial part in development stage.

Currently I am Customer Lead Deputy, my duties are:
Improving internal SOP, collaboration with other departments in order to minimize resolution time
of our customers problems.
Onboarding new agents
Developing our support tools: CRM, internal communication tools, internal knowledge base,
answer templates
Developing customer help center
Helping with hard\unusual cases
Mentoring support teams, conducting their qualification development
Quality assurance work, monitoring metrics (CSAT, FirstReplyTime, FullResolutionTime,
ClientWait time, etc.)
Making sure our support team makes a good impression of the product from customer's
perspective.

Education and Qualifications

Bachelor Sept 2011 - Jun 2015
Ternopil Ivan Puluj National Technical University, Ternopil, Ukraine
Bachelor’s Diploma of Ternopil Ivan Puluj National Technical University obtained bachelor’s degree a
bachelor field of study Automation and computer-integrated technologies.

Master Sept 2015 - Jun 2017
Ternopil Ivan Puluj National Technical University, Ternopil, Ukraine
Master’s Diploma of Ternopil Ivan Puluj National Technical University, obtained qualification
Industrial Automated Control Systems Engineer in program subject area Automated management of
technological processes.

Qualifications

Apple Certified Support Professional 10.10, granted by Apple on December 5, 2015 HTML5/ CSS3/
JavaScript Fundamentals, granted by Softserve Academy on October 06, 2017

Udemy courses:
How To Be The Best Zendesk Admin And Change The World
Web3 Academy Masterclass: Web3 Essentials
FinTech ‑ Payment Gateway Models and Strategies
Customer Service Success: Take Your Skills to the Next Level
Customer Service & Support Excellence: Advanced Soft Skills
Exploring Web3 & Blockchain: Key Concepts & Industry Cases
Tokenisation and Encryption in Digital Payments, FinTech
Digital Banking ‑ Masterclass & Introduction to Fintech
FinTech ‑ Digital Payments (Card & POS) Tools and Strategies
Postman: The Complete Guide ‑ REST API Testing
API and Web Service Introduction
Customer Service with AI (ChatGPT, ChatBase, and more!)
Summarization and Escalation of Zendesk Tickets with ChatGPT
Build a Robust RESTful API with PHP 8, from Scratch!
Wordpress Rest API and Ionic 4 (Angular) App With Auth
Quick Introduction to Postman and API Testing for Beginners

Skills

I have a lot of experience in Windows, Android and Apple devices software, hardware, network
troubleshooting.
Google sheets/Microsoft office skills, knowledge how to organize work with these resources.
Had some experience in Data Annotation and Labeling with AI.

Zendesk Support/Guide/Explore.
Hubspot (a little)
Salesforce
Trengo
monday.com
Google Sites
Trello
Anydesk
LogMeIn
TeamViewer
ZoomShift
Blockchain
NFTs