Богдан

Bohdan Liashko
Customer Support Operations Manager | CX Operations | Zendesk Administration
Bucha, Kyiv region, Ukraine | EU, Poland
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

Professional summary
Customer Support Operations professional with 4+ years of experience across SaaS, e-
commerce, and service-based environments. Specialized in Zendesk administration,
workflow automation, knowledge management, and support analytics. Proven track
record of improving response time, reducing manual workload, and enabling remote
support teams through scalable processes and documentation.

Core skills
CX & Support Operations: Zendesk administration (triggers, automations, SLAs,
routing), workflow design, ticket deflection, knowledge management, agent onboarding
& training, shift coordination
Tools: Zendesk Support & Help Center, HubSpot, Jira, HiBob (Bob HRIS), AI support
tools, Adyen, Tableau, QuickBooks
Other: Support analytics, internal documentation, localization workflows

Professional experience
Customer support operations specialist / Shift lead (Zendesk)
BLEND Localization — Remote (Ukraine / Israel)
Apr 2023 – Jan 2026
• Managed and optimized Zendesk instance (automations, triggers, ticket fields,
SLAs, routing logic)
• Redesigned workflows, contributing to 25% faster first response times
• Built and maintained Help Center articles, supporting ticket deflection and
reduced inbound volume
• Created internal knowledge base and SOPs, improving agent consistency and
onboarding speed
• Analyzed ticket trends and support metrics to drive continuous process
improvements
• Onboarded and trained 10+ support agents in a fully remote environment
• Coordinated daily shift operations across international teams

Customer support specialist (E-commerce)
MagicVaporizers / CapBeast — Remote (EU)
Sep 2021 – Feb 2023
• Handled high-volume, multi-channel support (email/ticketing) for international
customers
• Resolved complex order, payment, refund, and logistics issues
 • Maintained high service quality by following standardized workflows and
escalation processes
• Collaborated with internal teams to resolve operational and customer-impacting
issues

Team leader / Operations
Flowspot Trading — Remote (Ukraine / International)
Sep 2021 – Dec 2024
• Coordinated daily operations and task prioritization for distributed teams
• Supported operational planning, process alignment, and execution tracking
• Served as escalation point for workflow and execution issues
• Trained and mentored new traders and team leaders

Founder & Operator — Seasonal sailing charter business
ZP Sailing Tours — Ukraine
May 2020 – Sep 2020
• Founded and operated a customer-facing seasonal business
• Managed bookings, pricing, scheduling, and end-to-end customer
communication
• Delivered high-quality service while handling all operational planning
independently

Purchase & logistics manager
Replas Recycling Plastics — Rzeszów, Poland
Sep 2017 – Jun 2019.
• Led supplier sourcing and negotiation with international manufacturing
partners.
• Coordinated purchasing, logistics, and delivery scheduling.
• Balanced quality, cost efficiency, and operational requirements

Education
• Bachelor of science in Economics (International management) — 2018
University of Information Technology and Management (UITM), Rzeszów, Poland

Certifications
• Zendesk administration course — 2024
• Academy of successful sales “SV Trade”, Kharkiv Ukraine. Course certificate:
Sales representative

Languages
English (C1) | Ukrainian (Native) | Polish (Intermediate)