A. Support Operations Management

• Building the customer service process (1st/2nd line, VIP, partners).
• Monitoring SLA and service metrics (speed, accuracy, satisfaction).
• Creating a knowledge base, macros, and scripts; automating typical requests.
• Implementing HelpDesk / CRM systems / Telegram bots.
• Escalating complex cases (KYC, AML, card blocking, top-ups, transactions).
• Supporting and managing key customer journey processes — onboarding, service introduction, and collaboration with other departments to ensure quality and timely issue resolution.

B. Customer Development & Retention

• Analyzing customer segments (active / inactive / high-risk).
• Building a reactivation system for inactive users — newsletters, triggers, messages, bonuses.
• Personal communications with key clients (partners, VIP users).
• Developing templates and tone of voice for the support team.
• Coordinating a “personalized service” program — reminders, updates, follow-ups.

C. Analytics & Process Improvement

• Analyzing requests, building dashboards, and identifying root causes.
• Creating proposals for product and technical teams.
• Reporting: weekly/monthly service insights.
• Implementing data- and feedback-driven changes.

D. Team Management

• Hiring, onboarding, training, and motivating the support team.
• Scheduling, workload management, and ensuring 24/7 coverage.
• Conducting 1:1s, feedback sessions, monitoring team stress and engagement levels.
• Building a culture of care: “warm service with high standards.”

Required Skills & Traits Professional skills:

• Experience with customer support tools and systems.
• Ability to analyze data, build dashboards, and identify trends.
• English proficiency — upper-intermediate+; readiness to communicate with partners.
• Diplomacy and strong communication skills.