Богдан

Bohdan Liashko
Senior Customer Support Representative | Shift Lead | CX
Operations | Zendesk Administrator
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Professional summary
Customer Support Operations Specialist with 4+ years of experience in managing
Zendesk environments and remote CX teams. Experience in customer support and
operations roles across B2B SaaS, e-commerce, and service-based companies.
Besides handling support tickets, my work was practical and hands-on: maintaining
Zendesk setups, adjusting workflows that cause delays and writing internal
documentation that support agents actually use. I have mainly worked with remote
teams and am comfortable handling day-to-day support operations while gradually
improving processes over time.
Core skills
Shift coordination, Zendesk administration (triggers, automations, SLAs, routing),
workflow design, Help Center management, agent onboarding.
Tools​
Zendesk Support & Help Center, HubSpot, Jira, HiBob (Bob HRIS), Adyen, Tableau,
QuickBooks

Professional experience
Senior Customer Support rep / Shift Lead / CX Operations (Zendesk
administration)​
BLEND Localization — Remote (Ukraine / Israel)​
Apr 2023 – Jan 2026
●​ Worked daily with admin and operations backend of a B2B SaaS platform,
configuring users, permissions, pricing logic, workflows, and platform features.
●​ Maintained and adjusted Zendesk setup (automations, triggers, SLAs, routing).
●​ Simplified workflows that reduced first response times by ~25%.
●​ Created and maintained Help Center content to reduce repetitive tickets.
●​ Analyzed ticket trends to identify root causes and reduce repeat issues.
●​ Onboarded and trained 8 remote support agents.
●​ Handled and resolved over 8,000 support tickets.
Customer Support Specialist (E‑commerce)​
MagicVaporizers / CapBeast — Remote (EU)​
Oct 2021 – Feb 2023
●​ Handled high-volume customer tickets via email and ticketing systems.
●​ Resolved order, payment, refund, and shipping issues.
●​ Worked with internal teams on escalations.
Team Lead / Operations (Crypto)​
Flowspot Trading — Remote, Part-time (Ukraine)​
Sep 2021 – Dec 2024
●​ Coordinated daily tasks and priorities for distributed teams.
 ●​ Acted as escalation point for workflow and execution issues.
●​ Trained and supported new traders and team leaders.
Founder & Operator (Seasonal Sailing Charter Business)​
ZP Sailing Tours — Ukraine​
May 2020 – Sep 2020
●​ Started and ran a seasonal sailing charter business.
●​ Delivered end-to-end customer experience for seasonal charter clients,
handling bookings, scheduling, and on-site coordination.
●​ Managed bookings, pricing, schedules, and customer communication.

Purchase & Logistics Manager​
Replas Recycling Plastics — Rzeszów, Poland​
Sep 2017 – Jun 2019
●​ Worked with international suppliers on sourcing and pricing.
●​ Coordinated purchasing, logistics, and delivery schedules.
●​ Balanced quality requirements with cost efficiency and operational needs.

Education
Bachelor of Science in Economics (International Management) — 2018​
University of Information Technology and Management (UITM), Rzeszów, Poland.

Certifications
●​ Zendesk Administration Course — 2024.
●​ Academy of Successful Sales “SV Trade”, Kharkiv, Ukraine — Sales
Representative Certificate, 2021.

Languages
●​ English — Advanced
●​ Polish — Advanced
●​ Ukrainian — Native
●​ Russian — Native