inessat
Account Manager, Customes Support Manager
Customer Support Manager with 10+ years of experience across e-commerce, B2B/B2C, IT agencies, and SaaS environments. Proven track record of building support teams and processes from scratch, managing teams of up to 10 agents, and delivering measurable improvements in customer satisfaction. Active crypto trader with hands-on knowledge of exchanges, order types, wallets, blockchain transactions, KYC flows, and margin trading — I understand what users go through because I'm one of them. Ready to bring operational rigor and a user-first mindset to a high-growth Web3 company.
Experience: 11 years
Yearly salary: $60,000
Hourly rate: $50
Nationality: 🇺🇦 Ukraine
Residency: 🇺🇦 Ukraine
Experience
Customer Support Lead / Senior Support Manager
E-commerce & IT Agencies | 10+ years combined 2012 - 2026
- Built support departments from the ground up: hired agents, wrote playbooks, designed escalation flows, and set SLA standards - Led and mentored teams of up to 10 support specialists across B2B and B2C environments - Served as senior point of contact on cross-functional projects, bridging support, product, and technical teams - Handled complex client cases in high-pressure environments including payment disputes, account issues, and compliance-adjacent queries - Consistently maintained high customer satisfaction scores through structured QA and coaching cycles
Skills
account-manager
crm
crypto
customer-success
customer-support
english teacher
fintech
kyc
marketing-lead
remote
web3
web3-py
english
russian
ukrainian