Candidates 173
$1700 / mo
≈ $20400 / year net
partnership manager, account manager, team lead, customer support
Ukraine · Kyiv · 9 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 9 years of experience · Advanced/Fluent ·Published today
Over 6 years experience as customer support agent
3 years of experience as customer support team lead
1.5 years of experience as an account manager/partnership manager
Skills:
• Lead generation
• Confident presenter and negotiator
• Requirements engineering and analysis
• Team mentoring and supervision
• CRMs: Zendesk, Hubspot; Tools: Slack, Asana, MS Office, Jira
Languages:
Ukrainian native
English fluent
French intermediate
Lead a team of 13 customer support agents
Worked on building customer support processes from scratch on 3 projects.
Created flows of communication with clients to improve CSat an NPS scores
$1000 / mo
≈ $12000 / year net
Customer Support
Ukraine · 3 years of experience · Advanced/Fluent ·Published today
Ukraine · 3 years of experience · Advanced/Fluent ·Published today
Communicate with the clients (B2B) within different communication channels (system chat, email, calls, etc) and support them while they’re using our product;
Analyze and optimize clients’ performance and profitability on our technology;
Consult with other departments (sales, develop, marketing)
to resolve different types of clients requests via Jira;
Create and update documentation for our Knowledge base and Confluence;
Analyzing customer support data and feedback to identify trends, areas for improvement, and opportunities for product or service enhancements.
Manage document libraries and collaboration site using Microsoft SharePoint
Media Analyst
Create reports and dashboards for tracking key
media metrics via Semantrum monitoring system for
international and Ukarinans companies and institutions;
Crisis Communication Analysis: Help organizations
understand the media landscape and the public sentiment;
Provide guidance on effective communication strategies;
Work with Power BI data visualization tools;
Identify and resolve discrepancies in data collection and
processing.
$3800 / mo
≈ $45600 / year net
Support Engineer/Technical Project Manager/Support Team Lead
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
- 8 years of experience in Technical Support/Customer Service/Cyber Security/AI/Marketing fields in senior positions like Technical Project Manager/Support Engineer/Tech Lead/Head of Department;
- Experience in bug reporting via Jira/GitLab, testing issues/solutions and providing RCAs, logs reading via AWS, Kibana. SQL, advanced Microsoft Excel, CRM systems, REST API, Jasper;
- Experience in managing people, organizing trainings, assisting in employee recruitment, performance evaluation, promotion and retention activities;
- Experience in working, supporting, presenting, teaching, and de-escalating customers from all around the world;
- Experience in managing multiple software implementation projects at the same time;
- Experience in maintaining a working relationship with Client partners, knowledge management, training, implementation methodology and post-go-live support;
- Experience in defining customer support strategy, monitoring customer support metrics, and SLAs.
- Performed configurations and data management tasks to onboard customers to the platform(more than 30 different countries and
clusters implemented); - Launched and successfully led a project from scratch in a start-up;
- Joined support team and began to deal with tickets and clients which resulted in total open tickets decreasing by 65%;
- Mentored, guided and monitored the work of over 30 support and customer service agents;
- Managed a department of 7 customer service agents;
- Created a support handbook aimed at helping future team members deal with support-related procedures, constantly made sure it was enriched with all the relevant updates;
- Implemented Zendesk/Slack integrations; various Zendesk API functions; and Zendesk ticket automation.
Looking for an interesting position in an open-minded and friendly team, with professional management and a perspective of career growth. I want to benefit the company and contribute to work by using and improving my professional skills.
$1000 / mo
≈ $12000 / year net
Sales & Support
Ukraine · Kyiv · 3 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 3 years of experience · Advanced/Fluent ·Published yesterday
Private Enterprise
10/2022 - Present
Calling and messaging clients about the information about services, responding to asked questions, serving 5-10 customers per day, explaining every option from the list of services, advertisement, maintaining statistics, register clients for consultation
Content Manager/
Social Media Administrator Private Enterprise
10/2021 - Present
Social Media posting,SMM Management,contact with co-workers to hand out tasks,DM responding, developing of new marketing ideas, advertisement,processing of cooperation proposals, maintaining reports and statistics on subscriber activity
LANGUAGES
1.Ukrainian - Native or Bilingual proficiency 2.English - Full professional proficiency 3.Russian - Native or Bilingual proficiency 4.Spanish - Elementary proficiency
$1500 / mo
≈ $18000 / year net
Technical Support, Tier 3/ L3
Ukraine · Kyiv · 4 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 4 years of experience · Advanced/Fluent ·Published yesterday
· Microsoft SQL Server management, DB backup and recovery
· CAD/CAM Software Troubleshooting
· PC Hardware Troubleshooting
· Local Network Troubleshooting
· Internet Issues Troubleshooting
· Setting Up and Repairing Medical Devices/Software
· Windows Administrating
· Using CMD, PowerShell, Win Registry, Reliability Monitor, different logs etc.
· Writing Technical Documentation
· Profesional written business communication skills used with colleagues and customers via Jira, Confluence, emails, etc.
· Video calls with end-users as a part of extra support in urgent cases
Data Technical Support Manager at a SaaS company (3 yrs) + 1 yr as Associate PM
· Analyzed work and searched for solutions to API problems, services, and reading logs using Kibana and Grafana to debug problems
· Created an alert manager in Slack for troubleshooting
· Added sources to monitoring, using MS Azure Storage
· Crawlers tech support
· Tech support for the operation of API data providers, using providers' Query Languages
· Analyzed the profit of connected sources via the Amplitude ·
· Postman user experience for creating and maintaining API.
· Written tech documentation in Notion.
· Duty at the dev team for troubleshooting services.
Languages: HTML, CSS, XPath, SQL, C#/.NET and Python (beginner, OOP oriented)
OS: Windows
IDE: VS 2019, VS Code, Jupyter
Other technologies and tools: JSON, Chrome DevTools, Fiddler, Postman, MS Azure Storage, MS SQL Server, SSMS, Kibana, Intercom, Jira, MS O365
- Docker and container orchestration. How to create and manage containers;
- Command line experience in bash;
- Created 2D games using Python;
- Created HTML pages
- Created a crawler for e-commerce using .NET
- Italian written/speaking skills A2
These days, I'm curious about deep data analysis with Tableau and Power BI, UI/UX methodologies and Product Management
- self-studying and team-playing at the same time.
- clearly formulated tasks and their implementation.
- looking deeply, finding the cause of the problem and then solving it comprehensively, and not superficially.
- providing communication between Customer Support/Success team and R&D, or only in R&D department
- working in the office of the product company/project (preferably)
Not interested: in excessive bureaucracy, micromanagement, or a hostile work environment, communication directly with end users in B2C, night shifts
$2000 / mo
≈ $24000 / year net
Customer Support Team Lead/General Manager
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
- 10+ years of experience in Customer Support in a product-based IT company
- 7+ years of experience managing teams with up to 70 employees, and processes
- Excellent written and spoken English
- Great communication skills: vast experience in conducting meetings, sharing feedback, and presenting at public events.
- Experience in planning and executing different projects, aimed at workflow optimization.
Employment:
Customer Support Department General Manager
April 2021 - December 2023 (2 years 9 months)
- Executed a project on the creation and launch of a new product-based CS department.
- Managed a CS department, which grew from 26 to 70 employees under my management.
- Planned and executed a project on implementing a new training program for CS reps.
- Timely and qualitative planning of CS department development, budget, and headcount.
- Presented department results on quarterly demo sessions and product webinars.
- Ensured constant product development working in close cooperation with the product team.
Customer Support Team Manager
May 2019 - April 2021 (1 year 11 months)
- Organized and performed successful onboarding for 8 CS Team Leaders.
- Managed 6-10 Team Leaders with teams of 10-15 customer support specialists.
- Conducted monthly department management group meetings.
- Implemented workflow and product improvements through analysis of client's requests.
Customer Support Team Lead - 2 years 9 months
September 2016 - April 2019 (2 years 9 months)
- Managed a team of 10-15 customer support specialists, conducted 1-1 and Performance Review meetings, worked with quality control assessment, KPIs.
- Led a team to the highest quarterly Customer Satisfaction KPI result in the department.
- Developed multiple employees to higher positions, e.g. Technical support, Team Leader.
- Improved cooperation between departments by analyzing workflow and creating procedures and documentation for CS representatives.
Hosting CS Subject Matter Expert
Aug 2015 - Aug 2016 (1 year 1 month)
- Assisted internal clients with technical Web Hosting specific questions.
- Effectively processed up to 40 technical requests a day.
- Acted as the first escalation point for Customer Support representatives
Customer Support Specialist
Aug 2013 - Jul 2015 (2 years)
- Provided effective assistance to customers in chats/tickets. Specification - Web Hosting
- Collaborated with cross-functional teams to ensure effective resolution of customers' requests.
- Planned and executed a project on implementing a new training program for CS representatives.
$3000 / mo
≈ $36000 / year net
Customer Success Director, Customer Success Supervisor
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
- 8 years in the UAE, working in touristic sales targeting the CIS market and at Emirates Airlines as a Supervisor in the baggage department.
- 1 year as a Technical Support Specialist at B2BSoft.
Over the last three years, I have been with Wizer Inc., starting as a Customer Success Manager and advancing to the role of Customer Success Director. In this leadership position, I manage a team of 10 people.
I possess a keen ability to navigate cultural nuances, maintain high-stress resilience and productivity, and have experience working in multinational teams. I am always open to learning and acquiring new skills.
Familiar with HubSpot, Jira, Trello, PowerBI, Stripe
I consistently exceeded targets, showcasing my dedication and efficiency. I have a knack for nipping conflicts in the bud, effectively preventing potential issues from escalating. My experience also includes conducting online webinars for TUI and Voyager Group. Additionally, I am honored to have been named the Best Player of 2023 in beach tennis among women in the A/B category, highlighting my commitment and skill in both professional and personal pursuits.
Whether in a small or large team, I value working on a product with either well-established or evolving processes, and I'm keen on embracing new technologies.
My preferences include avoiding unnecessary meetings, night shifts, lack of a clear company development direction, and an overly casual approach to the recruitment process.
$1300 / mo
≈ $15600 / year net
Quality Control Specialist / Training Coach
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published yesterday
Expertise in Training Program Development.
Tailored mentorship and coaching for individual growth.
Leadership in Quality Assurance for Call Center performance.
Proactive approach to Continuous Improvement strategies.
KPI Manager - NDA (gambling, igaming)
Managed key performance indicators (KPIs) across various departments.
Developed and implemented data-driven strategies to improve organizational performance.
Collaborated with teams to set and achieve performance targets.
Utilized analytics to identify trends and areas for improvement.
Quality Control Manager - Squro
Conducted rigorous quality checks for support and sales teams.
Provided actionable feedback for continuous service quality improvement.
Developed internal quality reports and analyzed data for management review.
Established standards and KPI requirements for teams.
Senior Cloud Specialist (Advanced Support) - Nextiva
Assisted customers with phone system setup, technical support, and troubleshooting.
Configured unified communications features and resolved complex issues.
Delivered excellent customer service via email, chat, and phone.
Facilitated the onboarding and coaching of new employees.
Customer Support Representative - LLC Lucky Talky
Provided comprehensive assistance to English-speaking customers through various channels.
Managed customer orders and conducted email marketing campaigns.
Proficient in handling challenging customer interactions and complex requests.
Assumed leadership roles and completed additional tasks as assigned.
Quality Control Excellence: Improved product/service quality significantly.
Rapid Response: Reduced customer support response times.
Customer Commendations: Received recognition for outstanding service.
Team Leadership: Successfully managed a 15 member support team.
Innovation: Introduced solutions enhancing customer experience.
Problem-solving: Recognized for resolving complex issues.
Mentorship: Mentored 15 new employees, facilitating rapid onboarding.
$1300 / mo
≈ $15600 / year net
Customer Success Manager
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published yesterday
Netfully
Oct 2022 - Present
• Resolve technical issues with the Timepoint system via phone and email
• Escalate issues to the development team
• Bug report, post-deployment manual testing
Executive Assistant
LGFG FASHION HOUSE
May 2022 - Oct 2022
• Managed executive calendars, and scheduled meetings
• Organized, updated, and digitalized internal documents and invoices
• Engaged 30+ clients and held communication with the production and pattern departments
Capacity sourcing manager
BICS
Jul 2021 - Sep 2021
• Promote and sold BICS’ international wholesale capacity products with Outlook, Skype, and Zoom
• Analyze offers from suppliers with Salesforce and negotiate prices
• Support the team with documentation of new orders
L2 Customer Support Specialist
SupportYourApp
Jan 2021 - Jul 2021
• Resolve technical problems of the service with Freshdesk
• Escalate issues to the L3 team in Slack
• Bug report, test new updates
Customer Support Specialist
OsmAnd
May 2019 - Dec 2020
• Handle 200+ tickets a week on Zendesk and Google Play Console
• Collaborate with the UX/UI design teams to improve the website and application on GitHub, reducing support tickets by 40%
• Create a developmental mentoring program and knowledge base in Atlassian
• Published articles that highlighted navigation industry news by giving exposure to individual success stories
Search Engine Optimization Specialist
Эффект, ООО
Aug 2016 - Apr 2019
• Optimize code of already existing projects.
• Edit and write 3000+ informational articles using SEO strategies for optimum google ranking.
• Create 100+ cross-browser, responsive webpages with HTML and CSS using custom CMS.
• Schedule training seminars for the team.
Jr.Project Manager
Wagner Consulting International
Oct 2017 - Nov 2018
• Assist with setting project milestones, timelines, and budget for the team of 4 in Asana
• Negotiate pricing, timelines, services, and terms with vendors on Slack
• Use Scrum Agile Methodology while working on projects (Daily Scrum Meeting, Sprint Backlog, 1on1 meeting)
• Create progress reports and monitor program data to assess efficiency with Excel, Adobe Photoshop, and Premiere Pro
• Conduct quality assurance testing to ensure adherence to requirements with MateCat
Since the map is open for adjustments from the users, I have created a step-by-step tutorial on how to suggest adjustments to the map service and created posts on Instagram, Facebook, and Reddit.
This led to more users purchasing the chargeable version of the app in a couple of days since lots of free users never knew they could improve the service.
$2200 / mo
≈ $26400 / year net
Billing Support Specialist / Anti-fraud manager
Ukraine · 3 years of experience · Advanced/Fluent ·Published 24 April
Ukraine · 3 years of experience · Advanced/Fluent ·Published 24 April
• Quickly and efficiently resolve customer queries regarding payment issues via tickets, chats and emails.
• Analyse data, identify any anomalies, errors, or deviations affecting the system, and proactively troubleshoot issues.
• Initiate escalation of issues to the technical or financial team and payment providers as required.
• Improve existing billing support processes and make suggestions for their optimisation to ensure the efficiency of the department.
• Maintain the flow of transaction & incident records.
• Processing bulk transaction requests for in house partners and other providers in set deadlines.
• Analyse transaction lifetime, logs if required, investigating suspicious patterns (anti-fraud), processing and escalation.
• Collaborating with external providers, verifying related bank accounts, and approving transactions through the P2P panel.
• Working with all types of payments, processing them depends on given and checked data from related sources.
• Working with a variety of merchants, comprehending and adhering to their specific demands, and providing timely and high-quality replies.
• Deal with and process large amount of data via Excel, Zendesk and other working tools.
• Checking bank accounts and bank statements, process chargebacks.
• Searching and processing related ID for transaction based on its receipt and clinet data.
English Customer Support Agent
• Delivering a high level of service ensuring player satisfaction and handling of all general enquiries
• Natural communicating through Email, Online Chats
• Initial checking of client accounts and reporting of fraud, system abuse and money laundering.
• Systems monitoring and technical issues troubleshooting, reporting & escalations
• Coordinating problem resolution with financial, documentation, technical and other teams.
• Initial verification and submitting customer's documentation for further verification in accordance with KYC/CDD/EDD regulations and requests of the relevant teams.
• Handling and escalation of GDPR requests such as access rights/ change of details/ right of erasure and right to data portability.
• Increasing service efficiency through departmental KPIs to clients.
• Good knowledge, direction and adherence to organizational protocols and regulations for various licenses.
Quick improving KPI to top of the team
Fast learning
Attention to detail
Team KPIs improved by my initiative