kamensandro

Technically deep frontline support for direct B2B clients on an enterprise compliance platform, focused on platform configuration, integration guidance, and cross-team resolution. ● Handle high ticket volume across live-chat and complex backlog queues — including priority, non standard cases end-to-end with minimal supervision — while sustaining IQS 90–95% (vs. 90% target), CSAT 96–98%, and the lowest escalation rate on the team. ● Guide business clients through configuration across the platform's extensive settings — dozens of adjustable verification, workflow, and compliance features — translating client requirements into working setups. ● Design and troubleshoot no-code verification workflows, turning a client's desired rule into working conditional logic. ● Advise on technical integration across REST API, webhooks, app tokens, and SDK customization, including inspecting live API responses in Kibana/Elastic to identify and explain client-side errors. ● Coordinate cross-team escalations with clear problem framing — context, expected outcome, and business impact — working across product, engineering, and operations to resolve client issues.

Owned the full technical and commercial lifecycle for ~70 B2B accounts (≈20 VIP) as effectively the sole client-facing technical function in a small SaaS company. ● Performed end-to-end initial product deployment for each new client: server configuration (default and custom, based on requirements gathered in advance), LMS integration setup, validation testing, and secure provisioning. ● Ran the full onboarding lifecycle — training client teams, configuring and tuning platform settings to evolving requirements, and coaching clients' IT staff to self-serve. ● Troubleshot LMS integrations at an L2–L3 level (backed by one DevOps engineer and one backend developer) across limited-access client environments. ● Conducted customer-development, usage, exit, and product interviews; brought synthesized findings with independent analysis into product planning and argued prioritization — several proposed features and fixes shipped with positive results. ● Owned contract preparation, renewals, and prolongations; drove a shift from reactive support toward proactive account management.

High-volume B2C support across a marketplace platform. ● Resolved ~150–180 tickets per shift across platform, order, and dispute cases via Zendesk (later Freshdesk), maintaining high first-contact resolution. ● Moderated multi-channel user communities (Discord, Telegram, VK, Facebook) and monitored for suspicious activity. ● Self-initiated an open-source investigation practice to surface marketplace rule violations, after identifying it as underused high-value work.