Customer Support Representative

Customer Service Team Lead | Customer Service Management

Results-driven Customer Support Team Lead with 7+ years of experience in customer success, partner management, and operational efficiency. Proven ability to build and lead high-performing teams, optimize workflows through automation, and enhance client satisfaction in fast-paced industries. Adept at onboarding strategic clients and partners, driving process improvements, and implementing anti-fraud measures to protect company resources. Passionate about creating scalable, high-quality customer experiences across diverse industries, including SaaS, fintech, and IT services. Fluent in English, Russian, and B1 in German.

Experience: 7 years

Yearly salary: $62,000

Hourly rate: $30

Nationality: 🇩🇪 Germany

Residency: 🇩🇪 Germany

Experience

Team Lead of Partner Support Department

Garage Eight

2019 - 2023

Built and led a 6-person department from the ground up, operating 16/5, resulting in the promotion of 2 team members. Saved 6+ figure company expenses and protected the company’s reputation through robust anti-fraud measures. Improved task processing speed by 5x through automation and IT collaboration. Acted as a center of expertise and educated 100+ company employees. Created a massive knowledge base. Drove initiatives for the development of partner programs and related projects.

Partner Manager

Garage Eight

2019 - 2019

Provided partner support via chat and email (Zendesk), ensuring efficient communication and issue resolution. Onboarded 7+ figure partners and companies, delivering strategic activation support. Conducted anti-fraud, AML and KYC compliance to meet regulatory standards and mitigate risks.

Customer Support Team Lead

Garage Eight

2016 - 2019

Managed department operations and a 5-person team 24/5. Ensured compliance with partner service KPIs, SLA/SLO standards. Conducted document verification per KYC and AML policies. Developed a 20-lesson training course for external traders. Managed a trader-focused blog on the company website.

Account Manager

Coursmos

2015 - 2016

Provided customer support via Intercom for students and educators. Developed comprehensive training materials for both users and corporate clients. Handled various additional responsibilities related to online education (content curation, platform testing, feedback analysis).

Skills

customer-support

english

german

russian

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