Middle Менеджер по сопровождению клиентов

Moderate the dating app community and respond to user reviews on Google Play, keeping communication clear, helpful, and on-brand. Support U.S.-based users with questions about platform rules, helping maintain a safe and respectful space for everyone. Spot suspicious or fraudulent accounts, track recurring abuse patterns, and take action to reduce risks and protect users. Work closely with the product team to improve moderation processes and suggest UX/UI updates based on real user behavior. Report bugs to the development team and follow up on fixes, helping reduce repeat issues and improve overall user experience.

Provide customer support for an AI-powered SaaS platform via Intercom and email, handling technical inquiries and feedback while ensuring a smooth and positive user experience. Maintain and expand the Help Center, keeping information clear, accurate, and genuinely useful. Curate user-generated AI content for the public app feed, monitor quality and engagement, and develop new prompt templates based on user behavior and trending topics to diversify content. Manage the app’s presence on Google Play, including review responses, rating analysis, and refund handling via the Play Console. As a result, I increased the app’s Google Play rating by 1.2 points and reduced ticket volume by 30% through improved self-service content and better communication.

Provide multilingual customer support via Intercom and email, resolving technical and billing issues while maintaining a consistently high-quality experience. Improve team workflows, review case quality, and identify gaps to increase efficiency and service consistency. Prepare reports on customer feedback, satisfaction trends, and recurring issues to inform product and service improvements. Work closely with product and development teams to escalate bugs, share structured feedback, and ensure timely resolution of customer-impacting issues. Optimize internal support operations by reducing Intercom tags by 30%, improving ticket routing clarity, and response speed. Maintain and enhance FAQ content and response templates to increase self-service adoption and reduce inbound volume. Mentor new hires, provide constructive feedback on case handling and troubleshooting approaches, and contribute to a structured onboarding program. Results: 96.7% average CSAT; FAQ readership increased from 35K to 180K; over 50% of inquiries resolved through self-service resources.

Helped users from different countries get comfortable with the platform, from onboarding to solving technical issues. Built a full Help Center in Intercom from scratch, making it easier for people to find answers on their own and cutting repeated inquiries by about 30%. Kept the FAQ and internal documentation clear and relevant, which helped the team resolve issues faster and stay consistent in tone. Maintained a steady 97% customer satisfaction rate through empathetic and thoughtful communication with users.

Worked with a portfolio of 250–400 students, helping them stay motivated and consistent in learning. Kept communication open between students and teachers, making sure both sides felt supported and understood. Regularly exceeded performance goals by 15–20% thanks to consistent follow-ups, empathy, and clear communication. Sold large installment-based lesson packages using a consultative approach that made learning more affordable and increased LTV. Handled complex situations with care, often turning frustration into trust and long-term loyalty. Created a set of friendly message templates to re-engage inactive students — colleagues later used them across the team because they worked. Matched students with teachers based on their personalities and interests, not just schedules or levels, which led to a 99.7% satisfaction rate. Helped onboard and mentor new teammates, sharing tools and ideas that made their start smoother.

Managed key B2B accounts for major international clients in Fashion, High-Tech, and Publishing, serving as the main point of contact for senior stakeholders and decision-makers. Led complex client projects from requirements gathering to implementation, coordinating between IT, logistics, and operations teams. Analyzed client performance data and helped develop long-term, data-driven strategies to improve efficiency and growth. Regularly ran international client meetings, documented outcomes, and ensured follow-through on all action items. Maintained excellent relationships with all partners — retained 100% of clients and received zero complaints during tenure. Authored more than 100 pages of internal QMS documentation that standardized workflows and improved operational consistency. Earned recognition from both leadership and clients for reliability, initiative, and attention to detail. Also represented the company as an interpreter during an international business trip to France for high-level negotiations between company CEOs.