Candidates 67
$1500 / mo
≈ $18000 / year net
Technical Support Specialist
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published today
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published today
Gaembla | 06/2023 - 10/2023
Provided exceptional customer service through live chat and tickets. Resolved inquiries, addressed concerns and collaborated with teams to enhance support processes, ensuring a positive customer experience. Developed strong multitasking and communication skills in a dynamic casino environment.
Middle Technical Support Specialist
airSlate | 04/2022-04/2023, Lviv
Providing extensive assistance in product related issues.
Customer Care Engineer
GlobalLogic | 10/2021 - 12/2021, Lviv
Worked on Kaltura project.
Middle Support Agent, Sub-Team Lead
Clario Tech | 06/2020 - 09/2021, Lviv
Providing telephone and online customer support for
50,000+ customer accounts across the world.
Delivering an excellent customer experience, helping
customers choose the right product and/or service for
their requirements
Conducting problem solving and troubleshooting
Providing technical help to colleagues if required
Achieving personal and store KPIs , consistently
exceeding key performance indicators, and individual
and score targets
QA Engineer
Unicorn Systems | 06/2016 - 08/2018, Prague
Writing test cases (test scenarios);
Identifying, recording, documenting bugs;
Tracking bugs;
Re-test of repaired defects;
Tracking the errors in the life cycle;
Functional testing;
Discussion of fixes with developers;
Provided extensive support in resolving product-related issues, demonstrating a deep understanding of technical aspects and enhancing overall customer experience.
$2000 / mo
≈ $24000 / year net
Operations Manager, Customer Support, Account Manager, Team Lead
Ukraine · Lviv · 4 years of experience · Advanced/Fluent ·Published today
Ukraine · Lviv · 4 years of experience · Advanced/Fluent ·Published today
$3000 / mo
≈ $36000 / year net
Head of VIP and Contact Center
Ukraine · 5 years of experience · Advanced/Fluent ·Published yesterday · In passive search
Ukraine · 5 years of experience · Advanced/Fluent ·Published yesterday · In passive search
I am proficient in analyzing and communicating a big picture view of customer engagement programs
and generating value laden outcomes within stipulated budget and resources.
In addition, I have worked in international markets and secured key clients across gambling, ecommerce,
and crypto industries.
My competencies further include managing crossfuntictional teams, fostering strategic partnerships, leveraging analytics and competitive insights to ensure market leadership and directing quality assurance.
• Integrated VIP, Sales, and Support functions: Integrated VIP management, sales, and customer support
functions to serving high-value players.
• VIP player acquisition: Developed and executed acquisition strategies to attract new VIP players and
expand the VIP customer base.
• Revenue growth: Led cross-functional teams to develop and implement targeted sales strategies, resulting
in a significant increase in revenue from VIP customers.
• Sales team performance: Improved sales team performance metrics to improve Retention, CLV and
decrease CAC.
• Support team efficiency: Streamlined support processes and implemented training programs to enhance
the efficiency of the support team, resulting in higher customer satisfaction levels.
• Continuous improvement: Implemented a culture of continuous improvement, regularly reviewing and
optimizing strategies, processes, and systems to adapt to changing market dynamics and customer needs.
$1000 / mo
≈ $12000 / year net
Support Engineer
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 22 April
Business Applications Support Specialist: Backoffice & 3rd party systems support, email/rule automation (Outlook, Front), online business tools management (Exchange, NetSuite, Qlik), online security tools monitoring (365 Defender); US & Canadian markets
Customer Support Rep: service desk 24/7, tickets and chats (Salesforce), knowledge base entry (Confluence, Jira); European & US markets
Junior GameDev - internship: Unity-based educational game concept proposal, asset design, animation scripting.
CEFR - Advanced C1
Chinese - HSK III
$2500 / mo
≈ $30000 / year net
customer success
Ukraine · Lviv · 5 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · Lviv · 5 years of experience · Advanced/Fluent ·Published 22 April
After that, I joined a YC company YouTeam, as a Customer Success manager, had a few strong account growing cases, actively worked on the customer success journey, and re-writing the onboarding experience. In 2 years I was promoted to the Head of Customer Success and focused on the team's performance and a clear metrics board. Constantly working on moving from the supportive to proactive success department direction.
September 2024, promoted to the Head of the Delivery (working both with Partners and Customers).
Among the main responsibilities:
- Cultivating strong, lasting client relationships to ensure their satisfaction and success
- Supporting customers through a seamless and positive onboarding experience
- Proactively conducting regular customer health checks to optimize their journey with us
- Identifying growth opportunities and executing upselling strategies to strengthen accounts
- Effectively communicating and translating customer feedback to drive improvements across departments
- Serving as a dedicated advocate for our customers in internal communications, reshaping process enhancements.
- Facilitating the team members' performance in strategic sessions to ensure effective decision-making and progress
- Creating a comprehensive department metrics board to monitor and analyze performance data, fostering continuous improvement
- Cultivating strong collaborative partnerships with other departments to prioritize customer interests and ensure seamless interactions
- Devising strategies and processes that prioritize customer satisfaction and advocacy throughout every stage of the customer lifecycle.
- Spotted the buying and usage patterns for particular customers and worked out the first customer segmentation project in the company, which proved to be right and made the company change the ICP and get a few huge accounts
- Created and implemented the account management playbook which improved customer engagement by 25% in 1 year
- Worked on launching the new service within the current proposal (created as a solution to current operational issues)
- Grew 50% of the newly onboarded accounts as CSM
Curious about developing the product with insights into customer usage.
I can bring the most value to the early-stage companies that need to set up processes, define priorities, and improve customer engagement.
$1800 / mo
≈ $21600 / year net
Partnership Manager/Service Manager/ Account Manager
Ukraine · More than 10 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · More than 10 years of experience · Advanced/Fluent ·Published 22 April
As a Partnership manager, I managed the support processes for the partners from Latam/Europe
Assisted partners with the onboarding process (video calls, emails) and identified potential blockers at work with partners. Created educational content.
I managed around 25 active partner accounts.
Negotiated and tried to foresee opportunities for upselling in existing accounts. Helped the partners with the invoices and platform issues, analyzed their RFPs, and advised them on creating a compelling bid. Gathered feedback from the partners and shared it with the internal team. I was trying to find potential process gaps and help draft solutions.
Aug 2020- Oct 2023- Vigo Industries/Operations Manager
At the beginning I was hired as a shipping manager and my main goal was to create a strong shipping team and make sure all the shipping process runs smoothly.
Later I got promoted to operations position and was in charge of daily shipping operations process. I managed our order management system daily to ensure all orders are shipped to customers seamlessly. Was communicating with the customers, carriers, warehouses to resolve current issues and tried to prevent any issues in the future. Managed daily operations reporting.
From 2014 till 2020 I've been working at PLS Logistics Services as a Team Lead/Account manager
I created guidelines and coached new members of our team. Communicated with the customers to understand their needs, was looking for solutions and adjusted team's performance accordingly. Made short presentations and trainings to the new partners. Prepared weekly and monthly reports for US management.
I have over ten years experience working with the partners and the customers , and I would love to bring my knowledge and expertise to your team.
I am experienced in building teams and setting up the processes from a scratch.
I also have experience in building and managing small teams.
Now I am looking for a new challenge for me preferably in a small company with clear KPI and minimum bureaucracy.
$1400 / mo
≈ $16800 / year net
Team Lead Customer Care, team lead of support
Ukraine · 7 years of experience · Advanced/Fluent ·Published 19 April
Ukraine · 7 years of experience · Advanced/Fluent ·Published 19 April
Leading team meetings to improve the agents’ responses, creating scripts and support material for the team.
Providing direct supervision of the technical support staff: recruitment, evaluations, and disciplinary actions, creating KPI for the team, managing the schedule.
Taking part in company’s discussions, weekly meetings, and strategic sessions.
Selecting urgent tasks from the customer care team and transferring to the dev team.
Creating comparative analysis of the company’s products, taking part in product price formation.
Dealing with chargebacks, refunds.
$2300 / mo
≈ $27600 / year net
Technical Support Specialist
Ukraine · Lviv · 6 years of experience · Advanced/Fluent ·Published 19 April · In passive search
Ukraine · Lviv · 6 years of experience · Advanced/Fluent ·Published 19 April · In passive search
B2B and B2C customer-facing roles. Strengthened relationships with existing and new customers, provided technical support, and consistently achieved exceptional client satisfaction, particularly during my role as a Customer Support Manager.
$800 / mo
≈ $9600 / year net
Customer Support Representative
Ukraine · 6 years of experience · Advanced/Fluent ·Published 19 April
Ukraine · 6 years of experience · Advanced/Fluent ·Published 19 April
I would be available to give you my best
$1400 / mo
≈ $16800 / year net
Technical Support Engineer
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 18 April
Ukraine · Lviv · 3 years of experience · Advanced/Fluent ·Published 18 April
Main responsibilities:
First point of contact in case of an incident or issue.
• Gathering information about the incident, describing a ticket, and doing
incident triage.
• Incident Management and issue escalation.
• Responding to incidents promptly, following established procedures and actively communicating with stakeholders.
• Working towards minimizing downtime and impact on end-users.
• Timely escalating incident to the next level of support (L3) when it needs in-depth technical knowledge for resolution. Gathering and providing necessary
incident details before escalation.
• Proactive application and infrastructure monitoring.
• Logs analyzing.
• Setting up alerts for further tracking and monitoring.
• Maintaining comprehensive documentation for configurations, troubleshooting steps, and support procedures.
• Setting up support procedures.
• Creating internal tutorials.
• UAT and smoke testing.
• Solving support tickets according to the SLA
• Writing simple SQL queries during the investigation process.
• Working with PHP-based application in Azure Cloud Environment.
• Working with Linux CLI, SFTP, SHH.
• Contributing to knowledge base articles for common issues and resolutions.
•Working closely with development and support team
• QA/Customer support in the Web design company
• Managing support tickets
• Upselling web design and development services, SEO services, web speed performance
• Updating external client knowledge base and internal documentation
• Installation, modification, and repairing WordPress themes
• Tracking computer system issues through resolution, within agreed time
limits
• Testing the custom projects based on our themes on different platforms
• Maintaining the daily performance of Shopify Apps
• Maintaining the daily performance of WordPress Themes and plugins
• Submitting, test tasks for fixes
• Product documentation writing
• Beta/Alpha/Regression testing of Web applications
• Cooperation with developers and other units
• Customer support representative in the outsourcing/offshoring industry
• Dealing with prioritization of reported incidents. Reporting and escalating internal and external incidents
• Informing the clients about any issues which impact the site/products performance
• Managing support tickets
• Working with Zendesk
• Working with Jira