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Operational, Customer Support Manager
- Employment type:
- full-time, part-time
- City of residence:
- Boryspil
- Ready to work:
- Boryspil, Remote
Contact information
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Work experience
Customer support representative
from 05.2024 to 12.2024
(7 months)
Ringostat, Дистанційно (IT)
Managed daily customer inquiries via chat (95% of cases) and phone, achieving a 90% satisfaction rate and average response time under 2 minutes
Assisting users in setting up projects.Onboarded and trained 150+ clients on project setup, configuration, and troubleshooting.
Working with the knowledge base (updating and writing instructions)
Working with the CRM system to communicate with other departments of team.Collaborated cross-functionally with development, sales, and QA teams via CRM , ensuring 95% of bugs/requests were resolved within SLA
Advocated for customer needs by analyzing recurring issues and proposing 5+ product improvements adopted by the dev team
Operational manager
from 04.2021 to 05.2022
(1 year 1 month)
Laba ( Ed Tech), Киев (IT)
Operational manager
Laba (EdTech) Kyiv Apr 2021 - May 2022
- Analysis of sales managers work, conversion and KPI tracking ( as a result it is enabled to increase every week the product conversion rate)
- Work in AMO CRM and internal system control tasks of managers (distribution of leads between sellers)
- Support sales 10 managers and 1 supervisor (for example if IP telephony stopped working or there are problems with CRM)
- Control over speed of processing leads ( holding processing speed on 20 max 30 minutes which allowed managers to process the requests faster)
- Training of salespeople ( includes introductions with all programs that the sales department used daily) Trained 10 sellers. After training near during 1‑2 days, newmate was already effective in less than 2 weeks and made his first sales
- Choosed the best polish services for payments and links generating
Customer support Team leader
from 08.2016 to 08.2020
(4 years)
Busfor, Київ (IT)
Busfor/Blablacar Kyiv Aug 2016 - Jul 2022
- Organization of work of the Customer support department in Polish and English (4 teamates)
- Interaction with carriers and agents
- Listening to conversations and quality control of operators
- Development and expansion of the team, search for personnel if there are vacancies
- Training and retraining of CS employees
- Checking payments (correctness of refunds)
- Control over efficient operation of payment systems (Pay U, Dot Pay)
- Zendesk and Helpdesk Eddy
- Influencing of processes inside the team, work with templates used in the work of the department
- Administering the team: schedule, vacations
- Automated the processes and processing time of refund requests
- Integrated into the Customer Support team: auto‑replies, editing templates and translating texts to Polish and English
Education
Высшая Школа Менеджмента В Варшаве
Направление:Международные отношения,специальность: Дипломатия, Варшава
Higher, from 2014 to 2016 (1 year 10 months)
Институт Информационной безопасности Украины Национальной Службы Безопасности Украины
Организация защиты информации с ограниченным доступом, Киев
Unfinished higher, from 2010 to 2014 (3 years 9 months)
Бакалавр
Language proficiencies
- Russian — fluent
- Ukrainian — fluent
- English — above average
- Polish — fluent
Additional information
Key Skills:
International Team Leadership: Spearheaded the management of a multilingual customer support team for a startup’s global project, fostering collaboration across Polish and English-speaking stakeholders.
Customer Support Excellence: 4+ years of experience resolving client inquiries, managing workflows in Zendesk, Helpdesk, and AMO CRM, and ensuring service quality.
Multilingual Communication: Native Polish speaker with Upper-Intermediate English proficiency (B2/C1 level), skilled in cross-cultural client interactions.
Payment Systems Expertise: Proficient in international acquiring platforms (PayU, Dotpay) and experienced in handling chargeback disputes and financial reconciliation processes.
Technical Proficiency: Adept at leveraging CRM tools, ticketing systems, and dispute resolution frameworks to streamline customer operations.
Summary
Multilingual Customer Support Specialist with 4+ years of experience driving customer success in fast-paced international environments.
Proven expertise in building and leading cross-cultural teams, resolving complex customers issues, and optimizing support workflows.
Fluent in Polish (native, C2) and English (upper-intermediate, B2) with a passion for communication.
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