nikitosovo
Hello, I am Nikita!
Passionate about Web3, Crypto, and Blockchain. Strong background in Support, Product, and Operations. I bridge the gap between users and product by ensuring seamless onboarding, optimizing customer interactions, and creating structured documentation. Experienced in turning user feedback into actionable product improvements and streamlining communication for better user experience.
What I do best:
1. Optimize customer support workflows & improve customer satisfaction (Zendesk, Slack, Telegram)
2. Create clear, user-friendly documentation (FAQs, knowledge bases) for seamless onboarding
3. Analyze user feedback & implement process to improve the product
4. Act as a bridge between users and product teams, ensuring seamless product adoptation
Core competences:
- Customer Support & Ticketing Systems (Zendesk, Telegram)
- Documentation & Knowledge Base Management
- User Onboarding & Customer Education Strategies
- Collaboration with product development team and stakeholders
Skills:
Customer Support | Zendesk & Ticket Management | Product Documentation (Knowledge Base, FAQs) | User Onboarding & Help Center Optimization | Payments (Dispute Resolution, Fraud Moderation) | DeFi & Blockchain Expertise (Tokenomics, Wallet Transactions) | Cross-Functional Collaboration | Product Feedback Analysis | Web3
🚀 Interested to bring my expertise to Web3, crypto, and DeFi projects, where I can contribute to user onboarding and customer experience
Passionate about Web3, Crypto, and Blockchain. Strong background in Support, Product, and Operations. I bridge the gap between users and product by ensuring seamless onboarding, optimizing customer interactions, and creating structured documentation. Experienced in turning user feedback into actionable product improvements and streamlining communication for better user experience.
What I do best:
1. Optimize customer support workflows & improve customer satisfaction (Zendesk, Slack, Telegram)
2. Create clear, user-friendly documentation (FAQs, knowledge bases) for seamless onboarding
3. Analyze user feedback & implement process to improve the product
4. Act as a bridge between users and product teams, ensuring seamless product adoptation
Core competences:
- Customer Support & Ticketing Systems (Zendesk, Telegram)
- Documentation & Knowledge Base Management
- User Onboarding & Customer Education Strategies
- Collaboration with product development team and stakeholders
Skills:
Customer Support | Zendesk & Ticket Management | Product Documentation (Knowledge Base, FAQs) | User Onboarding & Help Center Optimization | Payments (Dispute Resolution, Fraud Moderation) | DeFi & Blockchain Expertise (Tokenomics, Wallet Transactions) | Cross-Functional Collaboration | Product Feedback Analysis | Web3
🚀 Interested to bring my expertise to Web3, crypto, and DeFi projects, where I can contribute to user onboarding and customer experience
Experience: 3 years
Yearly salary: $32,000
Hourly rate: $15
Nationality: 🇧🇾 Belarus
Residency: 🇧🇾 Belarus
Experience
Product Assistant
ItechArt Group Ltd. 2022 - 2023
Processed 50,000+ support tickets, maintaining a 96% resolution rate and ensuring a seamless customer experience. Reduced average response time by 30% through workflow optimization and improved escalation procedures. Identified recurring customer issues and implemented automation for common requests, significantly reducing manual workload. Trained and managed a team of 5 support agents, improving onboarding efficiency and support quality. Analyzed customer feedback to refine support processes, leading to improved satisfaction scores. Worked closely with product and technical teams to troubleshoot and resolve technical issues efficiently. Achievements: Increased customer satisfaction and engagement by optimizing support workflows and reducing resolution time. Trained new support agents, reducing onboarding time and improving team efficiency.
Customer Support Manager
Avanta Ltd. 2021 - 2022
Processed over 50,000 tickets, achieving a 95% resolution rate and reducing inquiry response time by 30%. Responded to user reviews across platforms (Google Play, App Store), boosting user ratings. Successfully managed 98% of payment disputes (Stripe, PayPal), ensuring high user satisfaction. Trained and supervised a team of support agents, enhancing team performance and workflow efficiency.
Skills
agile
ai
blockchain
communication
copywriting
crypto
customer-support
defi
jira
project-manager
scrum
english
italian
russian