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Customer support representative
Considering positions:
Customer support representative, Customer success specialist, Operations manager
Age:
28 years
City of residence:
Bucha
Ready to work:
Remote
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You can get this candidate's contact information from https://www.work.ua/resumes/17402469/
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Bohdan Liashko
Senior Customer Support Representative | Shift Lead | CX
Operations | Zendesk Administrator
[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 Specialist with 4+ years of experience in managing
Zendesk environments and remote CX teams. Experience in customer support and
operations roles across B2B SaaS, e-commerce, and service-based companies.
Besides handling support tickets, my work was practical and hands-on: maintaining
Zendesk setups, adjusting workflows that cause delays and writing internal
documentation that support agents actually use. I have mainly worked with remote
teams and am comfortable handling day-to-day support operations while gradually
improving processes over time.
Core skills
Shift coordination, Zendesk administration (triggers, automations, SLAs, routing),
workflow design, Help Center management, agent onboarding.
Tools
Zendesk Support & Help Center, HubSpot, Jira, HiBob (Bob HRIS), Adyen, Tableau,
QuickBooks
Professional experience
Senior Customer Support rep / Shift Lead / CX Operations (Zendesk
administration)
BLEND Localization — Remote (Ukraine / Israel)
Apr 2023 – Jan 2026
● Worked daily with admin and operations backend of a B2B SaaS platform,
configuring users, permissions, pricing logic, workflows, and platform features.
● Maintained and adjusted Zendesk setup (automations, triggers, SLAs, routing).
● Simplified workflows that reduced first response times by ~25%.
● Created and maintained Help Center content to reduce repetitive tickets.
● Analyzed ticket trends to identify root causes and reduce repeat issues.
● Onboarded and trained 8 remote support agents.
● Handled and resolved over 8,000 support tickets.
Customer Support Specialist (E‑commerce)
MagicVaporizers / CapBeast — Remote (EU)
Oct 2021 – Feb 2023
● Handled high-volume customer tickets via email and ticketing systems.
● Resolved order, payment, refund, and shipping issues.
● Worked with internal teams on escalations.
Team Lead / Operations (Crypto)
Flowspot Trading — Remote, Part-time (Ukraine)
Sep 2021 – Dec 2024
● Coordinated daily tasks and priorities for distributed teams.
● Acted as escalation point for workflow and execution issues.
● Trained and supported new traders and team leaders.
Founder & Operator (Seasonal Sailing Charter Business)
ZP Sailing Tours — Ukraine
May 2020 – Sep 2020
● Started and ran a seasonal sailing charter business.
● Delivered end-to-end customer experience for seasonal charter clients,
handling bookings, scheduling, and on-site coordination.
● Managed bookings, pricing, schedules, and customer communication.
Purchase & Logistics Manager
Replas Recycling Plastics — Rzeszów, Poland
Sep 2017 – Jun 2019
● Worked with international suppliers on sourcing and pricing.
● Coordinated purchasing, logistics, and delivery schedules.
● Balanced quality requirements with cost efficiency and operational needs.
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 — Sales
Representative Certificate, 2021.
Languages
● English — Advanced
● Polish — Advanced
● Ukrainian — Native
● Russian — Native
Senior Customer Support Representative | Shift Lead | CX
Operations | Zendesk Administrator
[
Professional summary
Customer Support Operations Specialist with 4+ years of experience in managing
Zendesk environments and remote CX teams. Experience in customer support and
operations roles across B2B SaaS, e-commerce, and service-based companies.
Besides handling support tickets, my work was practical and hands-on: maintaining
Zendesk setups, adjusting workflows that cause delays and writing internal
documentation that support agents actually use. I have mainly worked with remote
teams and am comfortable handling day-to-day support operations while gradually
improving processes over time.
Core skills
Shift coordination, Zendesk administration (triggers, automations, SLAs, routing),
workflow design, Help Center management, agent onboarding.
Tools
Zendesk Support & Help Center, HubSpot, Jira, HiBob (Bob HRIS), Adyen, Tableau,
QuickBooks
Professional experience
Senior Customer Support rep / Shift Lead / CX Operations (Zendesk
administration)
BLEND Localization — Remote (Ukraine / Israel)
Apr 2023 – Jan 2026
● Worked daily with admin and operations backend of a B2B SaaS platform,
configuring users, permissions, pricing logic, workflows, and platform features.
● Maintained and adjusted Zendesk setup (automations, triggers, SLAs, routing).
● Simplified workflows that reduced first response times by ~25%.
● Created and maintained Help Center content to reduce repetitive tickets.
● Analyzed ticket trends to identify root causes and reduce repeat issues.
● Onboarded and trained 8 remote support agents.
● Handled and resolved over 8,000 support tickets.
Customer Support Specialist (E‑commerce)
MagicVaporizers / CapBeast — Remote (EU)
Oct 2021 – Feb 2023
● Handled high-volume customer tickets via email and ticketing systems.
● Resolved order, payment, refund, and shipping issues.
● Worked with internal teams on escalations.
Team Lead / Operations (Crypto)
Flowspot Trading — Remote, Part-time (Ukraine)
Sep 2021 – Dec 2024
● Coordinated daily tasks and priorities for distributed teams.
● Acted as escalation point for workflow and execution issues.
● Trained and supported new traders and team leaders.
Founder & Operator (Seasonal Sailing Charter Business)
ZP Sailing Tours — Ukraine
May 2020 – Sep 2020
● Started and ran a seasonal sailing charter business.
● Delivered end-to-end customer experience for seasonal charter clients,
handling bookings, scheduling, and on-site coordination.
● Managed bookings, pricing, schedules, and customer communication.
Purchase & Logistics Manager
Replas Recycling Plastics — Rzeszów, Poland
Sep 2017 – Jun 2019
● Worked with international suppliers on sourcing and pricing.
● Coordinated purchasing, logistics, and delivery schedules.
● Balanced quality requirements with cost efficiency and operational needs.
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 — Sales
Representative Certificate, 2021.
Languages
● English — Advanced
● Polish — Advanced
● Ukrainian — Native
● Russian — Native
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The candidate's resume is posted at https://www.work.ua/resumes/17402469/