ivanivl
Customer Support Specialist
Customer Support & Community Specialist with 2+ years of experience across leading crypto exchanges and Web3 platforms. Proven track record in resolving complex onboarding, KYC/AML, and transaction-related issues while maintaining high satisfaction scores. Experienced in managing multilingual user bases and hosting community-driven activities. Skilled in fraud pattern recognition, high-volume ticket handling, and delivering clear, user-friendly guidance on crypto products.
Open to opportunities in customer support, community management, and operations within fintech, crypto, and fast-growing tech companies.
Experience: 2 years
Yearly salary: $50,000
Hourly rate: $25
Nationality: 🇺🇦 Ukraine
Residency: 🇩🇪 Germany
Experience
Customer Support Specialist
Bits of Gold 2024 - 2025
Assisted clients with cryptocurrency transactions, account access, and payment inquiries via phone, email, and live chat, maintaining a 90%+ satisfaction rating. Resolved cases by coordinating with compliance, fraud, and technical teams to ensure secure and reliable crypto services. Consistently met KPIs for response time, resolution, and customer satisfaction. Managed high volumes of inquiries while staying calm and solution-focused.
Senior Ambassador
KiloEx 2024 - 2025
Represented the platform in CIS crypto communities through live AMAs and interactive discussions. Assisted users with onboarding, KYC, transactions, and policy-related inquiries. Coordinated with cross-functional teams to resolve escalated issues promptly. Organized online campaigns and events to boost engagement and adoption among Russian-speaking users.
Support Services Representative
Binance 2023 - 2024
Provided fast and accurate support (Russian & Ukrainian) to users through live chat, email, and ticketing systems, resolving account and transaction issues. Handled 50-70 support tickets daily. Assisted users with onboarding, wallet setup, KYC, and security best practices. Investigated technical issues and coordinated with developers for timely resolution. Delivered user insights and reported fraud patterns to internal safety teams. Supported community growth and promotion of platform features.
Skills
customer-support
english
german
russian
ukrainian