Maksym

Maksym Protsenko
Customer Support Specialist | Technical Support | Customer Success
[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) | Telegram
Wroclaw, Poland | Fully remote, open to full-time or contractor roles | Available Mon-Fri, 8 AM to 5 PM ET

SUMMARY
Customer Support Specialist with 2.5+ years of technical support at Thoughtly, an AI voice agent SaaS startup, and 5+
years of remote work with US customers. I resolve technical, billing and account issues, calm down frustrated
customers and turn objections into solutions. Hands-on with help desk tools and CRMs and quick to learn new
software.

SKILLS & TOOLS
Support: ticket handling, technical troubleshooting, billing and invoices, de-escalation, objection handling, onboarding,
bug reporting
Help Desk & CRM: Intercom, HubSpot, Attio, Zoho, Pipedrive, Linear, CRM setup and integrations
Tools & AI: Slack, Google Workspace (Gmail, Calendar, Sheets, Meet), Grain, Claude, Wispr Flow, Intercom Fin AI
Agent

EXPERIENCE
Thoughtly | AI voice agent platform | Remote Jan 2024 to Present
Sales Development Representative Sep 2026 to Present
Qualify business owners by phone and LinkedIn, book product demos and keep HubSpot CRM updated with notes,
tasks and follow-ups.
Customer Support Agent Jan 2024 to Aug 2026
Handled 560+ Intercom conversations from Oct 2025 to Aug 2026 alone, with a median response time of 27 minutes.
Troubleshot phone numbers, call features, AI agent setup and automations, walking non-technical customers through
fixes step by step.
Answered billing, invoice and account questions and calmly de-escalated frustrated customers.
Took over conversations escalated by Intercom's Fin AI Agent; ran onboarding and troubleshooting calls on Google
Meet and tracked accounts in Attio.
Reported bugs in Linear with clear reproduction steps, worked with engineering on fixes and closed the loop with
customers.
Trained new support teammates, wrote Help Center articles and helped recruit an executive assistant for the CEO.
Forward Van Lines | Sales Manager (B2C) | Fort Lauderdale, FL (Remote) May 2023 to Aug 2023
Sold residential moving services to US consumers over the phone, from first quote to booked move.
Green Cleaning Systems Inc. | Sales Manager (B2C) | Rockville, MD (Remote) Aug 2021 to Jul 2023
Handled warm inbound calls from homeowners needing cleaning, water damage restoration and mold removal,
turning inquiries into booked jobs.
Ranked #1 on the team for KPIs and bonuses across multiple months.
Supported customers through emergencies like flooded basements, calming them down and getting crews
scheduled fast.
Covered 12 to 14 hour shifts during extended power outages to keep the phone line running.

LANGUAGES & EDUCATION
Languages: English (Fluent, C1), Ukrainian (Native), Russian (Native), Polish (Basic)
Education: Junior Specialist Diploma (Associate-level), Food Technology and Processing, Sumy Professional College,
National University of Food Technologies