Дмитро

DMYTRO SMYCHENKO
Customer Support & Operations Specialist

Phone: [відкрити контакти](див. вище в блоці «контактна інформація») | Telegram: @Sdima1998
Email: [відкрити контакти](див. вище в блоці «контактна інформація») | Location: Kharkiv, Ukraine (Remote)

Professional Summary
Experienced Customer Support and Operations Specialist with 5+ years of expertise in technical support, online
platforms, payment systems, and operational management. Proven track record in troubleshooting, transaction
investigation, and platform monitoring. Deeply engaged in the Crypto & Web3 space since 2021, with
practical experience in blockchain networks, DeFi tracking, and NFT ecosystems. Adept at team coordination
and communication with developers and external partners. A self-driven professional who takes full ownership
of tasks, ensuring issues are resolved completely. Available for full-time remote work.

Professional Experience
Customer Support / Technical Support / Operations Specialist
Online Platform & Digital Services Industry | 2018 — 2022

Technical Support & Platform Operations

• Provided high-level technical support to users and partners via chat, email, and other online channels.
• Investigated and resolved complex issues related to accounts, transactions, payments, and platform
functionality.
• Monitored website performance, service quality, and operational stability, ensuring continuous service
availability.
• Identified technical issues and coordinated with IT and development teams for rapid resolution.
• Reported bugs, documented user issues, and collaborated on product improvements.
• Took full ownership of tasks and followed issues through to complete resolution.

Team Coordination & Quality Management

• Acted as a key operational assistant to the Team Lead, managing daily workflows.
• Monitored employee performance and service quality to maintain high standards.
• Optimized internal processes and workflows for increased efficiency.
• Assisted in recruitment by screening candidates and selecting suitable employees.
• Supported the onboarding and integration of new team members, helping to build specialized teams.
• Managed salary distribution and administrative tasks.

Product Development & Business Improvement

• Conducted competitor research and market analysis to inform strategy.
• Provided actionable recommendations for product improvements and new features.
• Collected and analyzed customer feedback to drive user-centric improvements.
• Participated in product strategy discussions and operational planning.

Dmytro Smychenko | Resume — Page 1 of 3

• Analyzed user experience and suggested ways to improve customer satisfaction.

Marketing & Growth Operations

• Contributed to product promotion and customer acquisition strategies.
• Developed and managed social media activity across various platforms.
• Liaised with external platforms and partners to promote the product.
• Researched new advertising opportunities and potential traffic sources.
• Assisted in evaluating marketing campaigns and identifying growth opportunities.

Payment Systems & Partner Management

• Worked with P2P partners and various payment providers.
• Supported payment-related operations and investigated transaction issues.
• Assisted with the integration and evaluation of new payment solutions.
• Payment systems expertise: FreeKassa, Skrill, WorldCard, and other solutions.

Chat Support Specialist
September 2023 — August 2026

• Provided customer support through online chat and video communication.
• Assisted users with technical questions, account issues, and service-related problems.
• Maintained communication with managers and internal teams.
• Handled requests during flexible working hours, ensuring continuous support availability.
• Worked independently and managed tasks without constant supervision.

Crypto & Web3 Experience
Active in the cryptocurrency and Web3 industry since 2021, acquiring deep practical knowledge of blockchain
ecosystems, decentralized networks, and community operations.

• Blockchain & DeFi: Strong understanding of major networks including Ethereum (ETH), Bitcoin (BTC),
Solana (SOL), Polygon (POL), and other EVM-compatible chains. Proficient in non-custodial crypto wallets
(MetaMask, Phantom) and transaction analysis via blockchain explorers (Etherscan, Solscan). Solid grasp
of CEX/DEX operations and token swaps.
• Testnets & Airdrops: Active participation in major blockchain testnets and Web3 ecosystems (Arbitrum,
Starknet, LayerZero). Experienced in navigating community tasks, obtaining Discord roles, whitelists, and
managing multi-account setups for testing protocols.
• NFT Direction: Deeply explored the NFT ecosystem, participating in minting activities across ETH and SOL
networks. Comprehensive understanding of minting mechanics, whitelist allocations, gated community tools,
and project utility analysis.

Education
Kharkiv National University of Radio Electronics (KNURE)

Bachelor's Degree in Biomedical Engineering

Dmytro Smychenko | Resume — Page 2 of 3

Languages & Technical Skills
Category Skills

Languages Ukrainian (Native/C2), Russian (Native/C2), English (Upper-Intermediate/B2)

Support & Comms Intercom, Zendesk, Jira, Discord, Telegram

Technical & Web3 DataGrip, Blockchain Explorers (Etherscan, Solscan), Crypto Wallets (MetaMask,
Phantom)

Office Software Microsoft Word, Excel, Outlook

General Advanced PC user, fast learner, multi-account management

Key Core Competencies
Technical Support & Troubleshooting • Customer Success & Communication • Operations & Project
Management • Blockchain & Web3 Ecosystems • Crypto Transaction Tracking • Payment Systems
Support • Transaction Investigation & Bull; Bug Reporting & Developer Communication • Team Coordination &
Recruitment • Competitor & Market Analysis • Remote Collaboration • Independent Decision Making

Desired Position & Terms
• Roles: Web3 Support Specialist | Customer Support Specialist | Technical Support Specialist | Operations
Assistant | Support Team Assistant | Moderator
• Employment: Full-time | Workplace: Remote

Dmytro Smychenko | Resume — Page 3 of 3