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Support manager
- Considering positions:
- Support manager, Customer success specialist
- City of residence:
- Kyiv
- Ready to work:
- Remote
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Ivan Tsetkovskyi
Customer Success & Support Specialist | Web3
Kyiv, Ukraine | [open contact info ](look above in the "contact info" section) | [open contact info ](look above in the "contact info" section) | In crypto since 2020
PROFILE
3+ years in Web3 customer support and community management across crypto launchpads and multi-project DAO
environments. In crypto since 2020 — familiar with blockchain mechanics, DeFi protocols, wallets, bridges, and
block explorers. Handled daily Zendesk queues, Telegram moderation, and user documentation in English,
Russian, and Ukrainian. Built personal Telegram monitoring bots and automation tools via AI-assisted
development. Written English is clear and professional.
EXPERIENCE
Customer Support Specialist
MercureDAO — Freelance Remote
May 2024 – Jan 2026
• Delivered English-language Telegram support for 5+ Web3 client projects simultaneously: wallets, DeFi, token
launches, on-chain troubleshooting
• Moderated communities and filtered spam, scam attempts, and phishing links across multiple active chats
• Wrote step-by-step user guides and FAQ documentation, reducing repeat questions across CIS and English
communities
• Built Telegram monitoring bots and alert tools to track community activity and automate routine workflows
Community Support Specialist
WeWay Launchpad
Apr 2022 – Feb 2023
• Managed CIS (Russian/Ukrainian) and English Telegram communities simultaneously during active IDO
campaigns
• Resolved 20–40 user tickets per day via Zendesk, maintaining consistent first-contact resolution
• Tracked workflows in Trello, escalated technical issues to the dev team, and monitored resolution progress
• Created participation guides for IDO, KYC, and allocation processes that cut repeat incoming questions
SKILLS & TOOLS
Support Tools: Zendesk, Trello, Telegram, Intercom
Web3 Knowledge: DeFi, NFT, Launchpads, Blockchain, Wallets, Block Explorers, Bridges
Technical: Telegram Bot Development (AI-assisted), On-chain Monitoring, Prompt Engineering
Communication: User Onboarding, FAQ & Knowledge Base Writing, Chat Moderation, De-escalation
AI Tools: Claude, Grammarly, Cursor
LANGUAGES
Ukrainian: Native
Russian: Native
English: B2 — Professional written communication
EDUCATION
Bachelor of Management
National University of Food Technologies (NUFT), Kyiv
Sept 2014 – Jan 2019
Customer Success & Support Specialist | Web3
Kyiv, Ukraine | [
PROFILE
3+ years in Web3 customer support and community management across crypto launchpads and multi-project DAO
environments. In crypto since 2020 — familiar with blockchain mechanics, DeFi protocols, wallets, bridges, and
block explorers. Handled daily Zendesk queues, Telegram moderation, and user documentation in English,
Russian, and Ukrainian. Built personal Telegram monitoring bots and automation tools via AI-assisted
development. Written English is clear and professional.
EXPERIENCE
Customer Support Specialist
MercureDAO — Freelance Remote
May 2024 – Jan 2026
• Delivered English-language Telegram support for 5+ Web3 client projects simultaneously: wallets, DeFi, token
launches, on-chain troubleshooting
• Moderated communities and filtered spam, scam attempts, and phishing links across multiple active chats
• Wrote step-by-step user guides and FAQ documentation, reducing repeat questions across CIS and English
communities
• Built Telegram monitoring bots and alert tools to track community activity and automate routine workflows
Community Support Specialist
WeWay Launchpad
Apr 2022 – Feb 2023
• Managed CIS (Russian/Ukrainian) and English Telegram communities simultaneously during active IDO
campaigns
• Resolved 20–40 user tickets per day via Zendesk, maintaining consistent first-contact resolution
• Tracked workflows in Trello, escalated technical issues to the dev team, and monitored resolution progress
• Created participation guides for IDO, KYC, and allocation processes that cut repeat incoming questions
SKILLS & TOOLS
Support Tools: Zendesk, Trello, Telegram, Intercom
Web3 Knowledge: DeFi, NFT, Launchpads, Blockchain, Wallets, Block Explorers, Bridges
Technical: Telegram Bot Development (AI-assisted), On-chain Monitoring, Prompt Engineering
Communication: User Onboarding, FAQ & Knowledge Base Writing, Chat Moderation, De-escalation
AI Tools: Claude, Grammarly, Cursor
LANGUAGES
Ukrainian: Native
Russian: Native
English: B2 — Professional written communication
EDUCATION
Bachelor of Management
National University of Food Technologies (NUFT), Kyiv
Sept 2014 – Jan 2019
More resumes of this candidate
Kyiv, Remote
Higher education · Full-time
- Модератор, Mercury DAO, 2 years
- Technical support specialist, Weway, 1 year 8 months
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The candidate's resume is posted at https://www.work.ua/resumes/19607544/