mikhailik

Customer Support Specialist

Customer Support Specialist with 3+ years of experience in foodtech and e-commerce, delivering fast, empathetic, and solution-oriented support across phone, chat, email, and messengers. Skilled in managing high-volume workloads — up to 160 calls and 200 tickets daily — while maintaining accuracy and customer satisfaction.

Passionate about turning customer feedback into actionable product insights. Experienced in deep-dive user interviews, anti-fraud investigations, churn analysis, and knowledge base management. Proven track record in training and mentoring teams to improve efficiency and service quality.

Recognized for proactive problem-solving, strong analytical thinking, and the ability to escalate critical issues promptly, driving improvements in customer experience and product performance




Experience: 3 years

Yearly salary: $24,000

Hourly rate: $10

Nationality: 🌏 Remote

Residency: 🌏 Remote


Experience

Customer Support Manager
re-feel
2024 - 2025
• Managed up to 60 customer interactions daily via phone, email, and messengers, ensuring high-quality, empathetic support • Created and maintained a knowledge base in Notion, improving team efficiency and supporting onboarding of new staff • Conducted customer surveys and research to generate insights that reduced churn, increased repeat purchases, and boosted average order value (figures under NDA) • Analyzed user feedback to provide actionable insights for product and service optimization
Customer Support Specialist
Local Kitchen
2023 - 2024
• Handled up to 160 calls and 200 chat tickets daily, providing proactive, solution-oriented support • Authored and updated knowledge base articles in Notion, improving team consistency and service speed • Conducted deep-dive interviews for marketing and R&D, uncovering actionable user insights • Trained and mentored new team members, enhancing onboarding efficiency and overall team performance • Reactivated users through outbound calls, contributing to reduced churn and improved retention (figures under NDA)

Skills

couch
crm
crypto
customer-service
customer-success
ecommerce
full-time
non-tech
remote
research
customer-support
english
russian