Candidates 579
$1500 / mo
≈ $18000 / year net
Customer Success Manager
Ukraine · 4 years of experience · Upper-Intermediate ·Published today
Ukraine · 4 years of experience · Upper-Intermediate ·Published today
I am a sincere and open to new acquaintances person with well-developed communication skills. I like to work with complex tasks that require clear planning, complete immersion in the process.
Customer Success Manager (full-time)
Epom
04/2023 - Present
-Facilitate Business growth of existing accounts and projects within the account
-Detect customers’ business needs/goals/objectives and help to realize
-Manage technical, billing, and functional requests and resolve customer issues promptly
-Help process billing requests
-Develop healthy relationships with current partners
-Onboard new partners from start to finish
-Provide product and service information to customers
-Coordinate with other teams to ensure timely resolution of customer issues
General Customer Experience Manager
UpPeople (mentorship)
02/2023 - Present
-Create roadmap and customer interaction processes
-Structure data in a CRM
-Work with customer feedback
Customer Success/ Support Manager (full-time)
Skyworker
02/2022 - 02/ 2023
-Customer care and support
-Provide fast feedback about the software issues
-Work cross-functionally with product
-Cooperate with colleagues from other departments and escalate complex issues
Customer Success Manager (full-time)
YouScan
09/2021 - 02/2022
-Provide professional support, help customers set up their accounts and solve their problems
-Renewing subscriptions for long periods
-Work with customer feedback with another departments
-Provide training for clients
Account Manager
Turnitin
03/2020 - 09/2021
-Build and maintain strong, long-lasting client relationships
-Preparing agreements and any documents, related to cooperation with partners
-Track and support financial workflow
-Eliminating all the reasons that might make customers leave
-Provide training courses for clients and students
-Work with the technical and marketing teams
Negotiated a lot of contracts with new clients and continued cooperation with old partners. Also I solved problems with difficult clients.
I held many online and offline training webinars for different audiences and for different requests.
Create roadmap and customer interaction processes
I'm looking for a part-time job.
I want to move forward in a company with goals and be part of a friendly team. I want to clearly understand my tasks and take responsibility.
$2200 / mo
≈ $26400 / year net
Billing Support Specialist / Anti-fraud manager
Ukraine · 3 years of experience · Advanced/Fluent ·Published today
Ukraine · 3 years of experience · Advanced/Fluent ·Published today
• 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
$2000 / mo
≈ $24000 / year net
Senior Support Specialist
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published today
Head of Customer support
- Team management: lead a team of 3 support representatives,
providing guidance, training, and mentorship to enhance
individual and team performance.
- Performance evaluation: Conduct regular performance
evaluations, identifying areas for improvement, and providing
constructive feedback to team members.
- Operations management: Manage the day-to-day operations
of the customer support department, including assigning tasks, monitoring work quality, and ensuring timely resolution of customers' issues.
- Handling technical support tasks: provide answers to technical and product questions, as well as solving technical issues, recreating bugs and filling tickets for developers' team.
- Cross-Functional Collaboration: Collaborate cross-functionally with other departments, such as product development and technical development, to address customer needs and provide insights for product improvement.
2018 - 2021
- Multi-channel support delivery: Provided prompt and efficient
support to software users via multiple channels, including
phone, email, and live chat.
- Comprehensive inquiry handling: Addressed a wide range of
inquiries, including product, technical, payments, and sales-
related questions, ensuring thorough support for users.
- Financial operations: analyzed risk payments, worked with
payment systems, conducted refunds, disputed chargebacks.
- Documentation management: create comprehensive technical
documentation, tutorials, FAQs, API documentation.
- Product demo performing: conduct demo calls with new users
to familiarize them with software features and functionalities.
Skilled in SQL, Postman, Jira/Confluence, Intercom
Growth: I look for opportunities for personal and professional growth within the company.
Receiving feedback: I value open feedback from my superiors and colleagues to understand my strengths and areas for improvement.
Learning new things: I want to expand my knowledge and expertise.
Clear understanding of company needs: I want to be informed about the company's objectives, mission, and long-term vision.
$1800 / mo
≈ $21600 / year net
NOC/Technical Support Engineer
Ukraine · Kyiv · 3 years of experience · Upper-Intermediate ·Published today
Ukraine · Kyiv · 3 years of experience · Upper-Intermediate ·Published today
• Глибоке розуміння продуктів та сервісів компанії, а також уміння ефективно спілкуватися та спілкуватися з різними клієнтами(B2B, B2C).
• Вміння працювати в команді та швидко адаптуватися до змін у робочих процесах та технологіях.
• Відмінні комунікативні та міжособистісні навички, включаючи вміння слухати та ефективно вирішувати конфлікти.
• Вміння документувати процеси та проводити аналіз даних для оптимізації робочих процесів.
• Прагнення до професійного розвитку та вдосконалення своїх навичок та знань у галузі технічної підтримки.
• Реєстрація та участь у вирішенні інцидентів, що виникають при роботі ІТ- систем та обладнання.
• Введення та дотримання SLA згідно стандартів компанії.
• Здійснення технічної підтримки по внутрішнім та зовнішнім продуктам компанії.
• Цілодобовий моніторинг систем, архітектури та доступності сервісів.
• Швидке знаходження причин проблем і шляхів їх вирішення.
$1800 / mo
≈ $21600 / year net
Customer support team lead
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published today
August 2016 – April 2017: Sales Manager
Duties included:
-promoting the organization and products among foreign clients;
-providing clients with consultancy services, telephone calls;
-meeting planned sales goals;
-planning and implementing sales strategies;
-providing daily report of field sales success.
February 2018 – May 2020: Customer service manager
Duties included:
-communicating courteously with customers via online chat;
-providing clients with consultancy services;
-providing help and advice to customers regarding our services;
-investigating and solving customers' problems, which may be complex or long-standing.
May 2020 - now: Customer support team lead
Duties included:
-effectively manage a team of support members;
-take part in onboarding of new team members;
-employee training;
-monitor and optimize team members' performance;
-participate in projects to improve our products and optimize our clients' experience;
-monitor users' issues in all environments to solve their problems.
$3000 / mo
≈ $36000 / year net
Technical Support Lead
Ukraine · Kyiv · 2.5 years of experience · Pre-Intermediate ·Published today
Ukraine · Kyiv · 2.5 years of experience · Pre-Intermediate ·Published today
Position: L2 Technical Support
Solving customer problems, monitoring and analyzing problem situations and bugs
Main tools: Kibana ElasticSearch, Grafana, Zabbix, Redmine(ticket system), DBeaver(PostgreSQL), Postman
2. Appmaster.io (USA, No-code platform) 5 month
Position: Customer Success Engineer
Solving customer problems, testing clients bussines processes, communiocate in Telegram, email, , testing clients application IOS/Android/Web
Main tools: AppMaster.io no-code platform, Postman, work with API, PostgreSQL.
3. Bank Pivdenniy, from 2023 to the present
Position: L3 Technical Support
- Solving technical issues of the bank's clients
- Setting up and monitoring alerts from Grafana
- Experience with SOA(Sevice-oriented Architecture with enterprise service bus) architecture
- Working with the Oracle database in Oracle Database Developer
- Custom ticker system + Jira/Confluence/Skype/Outlook
- Grafana/Elasticsearch on k8s clusters
- Reading logs from the client's frontend
- Work in accordance with SLA priorities
- Understand the application architecture and principles of Kafka/RabbitMQ/Redis
- Communication with SQL/back-end/front-end/IOS/ Android developers, analysts
$750 / mo
≈ $9000 / year net
Support Engeneer L2/L3
Ukraine · Kyiv · 5 years of experience · Upper-Intermediate ·Published today
Ukraine · Kyiv · 5 years of experience · Upper-Intermediate ·Published today
I have experience in the Big Data project. (Telecom operator). Also experience with logs and a list of reasons and problems for the services. Experience as (SPOC), work together with Help Center and Monitoring Tier L1.AWS.Payment s-m,work closely with transactions.Have experince with 3D printing polymers.
Маю досвід з моніторінгу AWS and Azure.
Неформальная обстановка.Интересные проекты с применением навыком и возможностью изучению и практики новых навыков.(Update skills).
$1600 / mo
≈ $19200 / year net
Support Team Lead, Moderation Lead, Operations manager/lead
Ukraine · Kyiv · 2 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 2 years of experience · Advanced/Fluent ·Published today
November 2023 - now
- Established VIP support services from the ground up, including implementing necessary CRM systems, designing team structures, and developing cross-department workflows to ensure seamless collaboration.
- Spearheaded risk management initiatives, overseeing high-risk cases related to refunds and legal inquiries from VIP clients.
- Enhanced engagement with VIP clientele through the implementation of various creative outreach strategies.
- Founded and led a dispute resolution team focused on addressing user complaints and inquiries, as well as managing risks such as refunds and chargebacks.
Moderation Team Lead (Unimo, Skelar)
May 2023 - November 2023 :
- Restructured and optimized the Moderation Team for improved efficiency and alignment with business objectives.
- Redesigned the quality control system, resulting in a 2.2 increase in team quality rate within three months.
- Implemented capacity optimization strategies to ensure the team consistently met deadlines and delivered results efficiently.
- Managed a team of 13 individuals, conducting one-on-one meetings and providing mentorship and support.
- Developed a comprehensive risk management process for handling user complaints and inquiries.
- Led the hiring process
Customer Support Shift Lead (Trustech, Skelar)
November 2022 - April 2023:
- Oversaw customer support shifts, managing support, billing, and technical agents to ensure smooth operations.
- Provided assistance to support agents in resolving complex client issues and escalated cases.
- Led a team of four support agents, achieving top performance within the department.
- Established a mentoring program where senior agents mentored junior agents, fostering skill development and team cohesion.
- Managed high-risk cases and communicated effectively with clients to resolve issues promptly and satisfactorily.
- Was involved in the recruitment process for support agents, conducting interviews and hiring sessions.
- Conducted one-on-one and team meetings to provide guidance, address concerns, and ensure alignment with team goals and objectives.
Customer support representative (Trustech, Skelar)
February 2022 - November 2022:
- Provided exceptional customer support via chat, phone, and email channels, focusing on issue resolution and customer satisfaction.
- Maintained consistently high quality rates and exceeded KPIs consistently, ranking as a top performer within the team.
- developed a new direction for the team's work - Dispute Resolution to resolve disputed cases from users, became a risk manager myself
- in 3 months of my work, the QA performance of my team increased by 2.2 times;
- developed a mentoring and bonusing system for agents;
- three of my subordinates became team leads
$900 / mo
≈ $10800 / year net
Account Manager
Ukraine · Kyiv · 3 years of experience · Intermediate ·Published today
Ukraine · Kyiv · 3 years of experience · Intermediate ·Published today
Duties:
1. Ensuring high quality customer service through active communication and responsible tracking of requests.
2. Support and development of long-term relations with clients
3. Identification of new opportunities for business growth, analysis of customer needs and recommendations for improving products or services.
4. Managing conflicts and solving customer problems through effective communication and finding optimal solutions.
5. Constant monitoring of results and tracking of performance indicators to achieve the company's strategic goals.
1. Increasing the level of customer satisfaction: Improved the level of customer satisfaction by implementing a feedback program and an individual approach to the needs of each customer.
2. Improvement of customer service processes: Implemented new user service systems and procedures, resulting in reduced response time to inquiries and increased efficiency of the service department. Also:
- gaining experience in working with the CRM system
- raising the level of KPI and other indicators to the maximum that is available for this position
- quick decision-making
- improved work in multitasking mode
$2500 / mo
≈ $30000 / year net
Team Lead
Ukraine · Kyiv · 3 years of experience · Upper-Intermediate ·Published today · In passive search
Ukraine · Kyiv · 3 years of experience · Upper-Intermediate ·Published today · In passive search
Створення розкладу для змін 2 через 2 (був звичайний 5-ти денний розклад)
Приймаю участь у вирішенні технічно складних питань
Приймаю участь у онбордінгу та співбесіді (створенні технічного завдання) нових кандидатів
Менеджмент комунікації з суміжними R&D департаментами
Написання статей по новому функціоналу/пристроям
Взаємодія із співробітниками компанії для вирішення питань повʼязаних із саппортом