Customer Success Operations Manager in Russia, contractual salary | Digital, Marketing & Affiliate Resumes | ArbiHunter
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    Customer Success Operations Manager

    Negotiable
    Russia
    Full
    Remote
    Work experience
    3 years 11 months
    Last work experience

    Company under NDA

    Second‑line technical support specialist
    2 years 8 months

    About

    About
    I have about 3 years of experience in the igaming and betting industry. I have worked my way up from a technical support specialist on the 1st line to a 2nd‑line technical support specialist in high‑load digital services, and as a duty operator at a situational and analytical center in the energy sector. I can work in two modes: calm routine work with documentation and regulations, and incident analysis when the clock is ticking. I meet SLA targets, complete a ticket until it’s closed, not just until it’s handed over, and I always leave a readable trace in the documentation.

    Affiliate experience

    No data available

    Work experience
    3 years 11 months

    January 2024 - August 2026
    (2 years 8 months)
    Company under NDA
    Second‑line technical support specialist
    - Analysis of technical incidents for the 2nd line: 70 calls per shift - Providing user consultations on the company’s products and services, including in English - Processing requests related to deposits and withdrawals, reviewing disputed transactions - Handling complex calls and claims that were not resolved by the 1st line - Cross‑functional collaboration with the payment department and anti‑fraud team - Maintaining and updating the knowledge base for the 1st line
    October 2022 - August 2024
    (1 year 11 months)
    Company under NDA
    Technical Support Specialist / Customer Service Manager VIP clients (growth L1 → priority line)
    - Technical support for users regarding the product, payments, and the operation of the personal account - Work in the ticket system, maintaining and systematizing the database of inquiries - Personal support for VIP clients: handling situations in priority mode Transferred from the first line to working with priority clients over 10 months based on the results of the quality of inquiry processing

    Skills

    Business communication
    Working with large amounts of information
    Business correspondence
    English language
    Accuracy and attention to detail
    Searching for information on the internet
    Quick search for information on the internet
    Office equipment
    Scanner
    Maintaining documentation
    Working with office equipment
    Email
    Working with documents
    Customer service
    Time management and organization

    Language proficiency

    No data available

    Employment

    Employment
    Full
    Work format
    Remote
    Work schedule
    Flexible, Shift, 5/2
    Relocation
    Not possible
    Business trips
    Business trips not possible