Head of Support

На данный момент Software Operations Manager.

Мои компетенции и опыт

Over the past 3–5 years, I have held senior support and operations roles in fast-scaling tech companies, including B2B SaaS and developer platforms.

At Fundraise Up, I led and scaled a distributed support team of 9 specialists. I built KPI- and SLA-driven operations (CSAT, FRT, resolution time), increased support capacity by 52% within one quarter, reduced first response time by 79%, and reduced resolution time by 85%. I also built executive dashboards and led GDPR/CCPA compliance initiatives, enabling enterprise readiness.

At Playgama, I built and led the Developer Support & Moderation function from scratch. I rebuilt the team, implemented onboarding, QA, and escalation frameworks, centralized all communication into Intercom, and owned the end-to-end publishing and moderation pipeline. As a result, first response time was reduced to ~3 hours, publishing cycles were shortened to a maximum of 2 days, and platform trust and developer satisfaction increased.

Across these roles, my focus has been on scaling teams, building sustainable support operations, and driving measurable improvements through data, processes, and cross-functional collaboration.