neirolex
Customer Support
About Me: High-impact Customer Support Leader with 7+ years of experience in Web3, GameDev, and high-growth fintech ecosystems. Proven track record of scaling support departments from scratch and managing distributed teams (8+ members).Key Achievements: ⚡ Reduced average first-response times by 60% (from 10 to 4 minutes). ⚡ Automated 30%+ of support queries by designing custom Help Desk & Telegram bot integrations. ⚡ Bridge between users and product: translate user feedback (CustDev) into actionable features and bug reports.Passionate about building seamless user experiences, optimizing SLAs, and managing incident resolution during high-stress market events. Fully set up for remote work in global time zones.
Experience: 5 years
Yearly salary: $60,000
Hourly rate: $40
Nationality: 🌏 Remote
Residency: 🌏 Remote
Experience
Head of Customer Support
MetaTrace 2024 - 2025
Managed a distributed, multilingual team of 8 (3 Customer Success Managers, 5 Technical Support specialists). Re-engineered internal response protocols and escalation pathways, reducing average first-response time from 10 minutes to 4 minutes. Designed and implemented a custom Help Desk system integrated into a Telegram bot, allowing users to solve 30%+ of common issues via self-service and automated FAQs. Optimized ticket lifecycle management using Jira Service Management and custom CRM tools to ensure seamless L1/L2 issue resolution. Successfully navigated the support team through major high-traffic periods (token launches, app updates, and network congestion), maintaining high CSAT levels.
Customer / Technical Support (L1/L2)
AMAZY 2022 - 2024
Managed a consistent flow of 200+ tickets per day in a fast-paced Move-to-Earn project environment. Successfully translated complex developer feedback and smart contract/blockchain status updates into user-friendly, non-technical instructions for the global community. Conducted systematic analysis of user pain points, compiled daily/weekly bug reports for the development team, directly influencing 3 major app updates. Provided 24/7 coverage (40h/week shifts) across Discord, Telegram, and Twitter for international audiences.
Community Manager / Moderator
Sunflower Land 2019 - 2022
Managed and scaled global Discord and Telegram communities, focusing on Web3 user engagement and retention. Spearheaded community contests, tournaments, and AMA sessions to increase active user counts and brand loyalty. Handled high-stress community crises and ensured clear, transparent communication during technical outages and market fluctuations.
Social Media Moderator
Dragon Age (Community Project) 2018 - 2019
Managed social media interactions on Twitter/X and Discord to maintain a healthy community environment. Distributed project news, created community guides, and provided real-time answers to technical inquiries.
Skills
customer-support
english
russian