eugenealekseev

Success Team manager (Support function) for the flagship marketplace Rarible.com and white-glove clients (Warner Brothers, Mattel, McFarlane, blockchains). Optimized and controlled processes, including SLAs, workflows, performance reviews. Managed GDPR and CCPA compliance, conducted audits and ensured execution of related data protection laws.

• Created Knowledge Base, reducing FRT by 50%. • Increased and maintained CSAT at 90%+, up from ~75%. • Redesigned the macros database, improving relevance and efficiency. • Conducted research on competitors’ Support Teams to find best practices for company and team improvement (NPS, Customer Interviews, Self-Service tools). • Worked with the Legal Department on DMCAs, subpoenas, and other legal inquiries.

• Provided bilingual support via Zendesk tickets, Zendesk live chat and Discord. • Reported bugs via Jira and Trello. Verified profiles and collections on the marketplace. • Edited macros and documentation.

• Researched and generated creative concepts for video content production. • Fact-checked and proofread video scripts.

• Edited and translated articles for free and paid customers. • Community management, moderation, article posting.