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

Experience: 3 years

Yearly salary: $30,000

Hourly rate: $15

Nationality: 🇧🇾 Belarus

Residency: 🇧🇾 Belarus

Experience

Product Assistant | Product Documentation | User Onboarding | Process Optimization

ItechArt Group Ltd.

2022 - 2023

Developed and maintained product documentation, resulting in a 20% increase in feature adoption. Translated complex technical features into structured, user-friendly guides for internal teams and external users. Analyzed user feedback and support tickets to identify gaps in documentation and improve feature usability. Collaborated with cross-functional teams including product, engineering, and support to align knowledge sharing and internal communication. Streamlined internal knowledge management workflows, improving documentation update efficiency. Achievements: Created from scratch a full onboarding guide and feature explanation materials for a new product module, reducing repeated support tickets by 15%. Contributed to higher user engagement by producing accessible help center content and visual walkthroughs. Introduced standardized templates and update cycles, improving consistency and scalability of documentation. Skills: Product Documentation, User Onboarding, Knowledge Management, Process Optimization, Customer Success, Technical Writing, UX Writing, Cross-Team Collaboration, Internal Process Automation

Customer Support Manager

Avanta Ltd.

2021 - 2022

Customer Support Manager Handled 50,000+ support tickets with a 96% resolution rate, ensuring a responsive and efficient customer experience. Trained a team of 5 support agents, improving support quality and issue resolution time. Analyzed user feedback and ticket trends to identify pain points and improve support processes. Collaborated with product and technical teams to troubleshoot issues and relay bugs, improving overall system stability. Achievements: Improved customer satisfaction by streamlining workflows and decreasing ticket resolution time. Reduced new agent onboarding time and enhanced training consistency with structured internal materials. Skills: Customer Support, CRM Systems (Zendesk), Ticket Management, Workflow Optimization, Team Leadership, Process Automation, Knowledge Base Management, Customer Experience (CX), User Feedback Analysis, Technical Support

Customer Care Specialist

Zara Ltd.

2018 - 2021

Skills

agile

blockchain

communication

copywriting

crypto

customer-support

defi

jira

project-manager

scrum

english

italian

russian

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