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
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