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Support Team Lead, Payment Manager

City of residence:
Kyiv
Ready to work:
Remote

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Roman Kovalenko
Kyiv, Ukraine | English B1–B2 | Ukrainian, Russian

PROFESSIONAL SUMMARY
Customer Support professional with 3+ years of experience in fintech, IT and crypto. Strong
background in customer operations, KYC/AML, payment and billing processes, incident
management, SLA/KPI tracking and cross-functional collaboration. Experience leading a crypto
startup project and improving customer experience.

CORE SKILLS
Customer Support • Team Management • Project Management • Zendesk • CRM • KYC/AML •
Payment Processing • Billing • Chargebacks • Refunds • SLA • CSAT • FRT • Incident Escalation •
Feature Testing • Knowledge Base

PROFESSIONAL EXPERIENCE
SKELAR
Senior Customer Support Expert / Payment & Billing Manager | Feb 2024 – Apr 2026

• Provided technical and product support via tickets and live chat.

• Resolved payment, billing, refund and chargeback issues.

• Collaborated with Product and Engineering teams.

• Monitored SLA, FRT, CSAT and quality KPIs.

• Participated in feature testing and user feedback collection.
Independent Crypto Project
Project Manager / Team Lead | Oct 2022 – Jan 2023

• Launched a cryptocurrency exchange platform.

• Built trader dashboards and exchange workflows.

• Coordinated developers, marketing and support.

• Built a community of 1,000+ active members.
Wirex
Customer Support Specialist / Verification Specialist | Mar 2021 – Oct 2022

• Handled customer support via chat and email.

• Performed KYC/AML verification.

• Escalated financial and technical issues.

• Worked with Zendesk and internal CRM.

EDUCATION
Kyiv National University of Trade and Economics — Bachelor's Degree in Marketing (2021)

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Work.ua The candidate's resume is posted at https://www.work.ua/resumes/19458024/