06.10.2026 aktualisiert
60 % teilweise verfügbar
Support & Customer Operations Manager | Team Leadership | KPI & SLA Management
Chisinau, Moldawien
Nur Remote
Bachelor's Degree in Telecom EngineeringÜber mich
I help organizations improve Support operations by reducing escalations and avoidable ticket volume, strengthening T1/T2 troubleshooting, establishing effective KPI/SLA and incident-management processes, introducing automation and AI-assisted workflows, and leading teams through operational change.
Skills
AI AgentsApplication Lifecycle ManagementCustomer Interaction Management (Software)Incident-ManagementSla ManagementWorkflowsOperational Support and Analysis (OSA)Executive ManagementUnterstützung von KundenTeam-Leistungsmanagement
Leadership & Support Operations
Over 10 years of experience leading support teams and operations, including ownership of KPIs, SLA management, workforce optimization, and executive stakeholder management. Proven ability to maintain service quality through significant organizational changes such as headcount reductions and team restructuring.
Customer & Incident Management
End-to-end ownership of Customer Impact Analysis processes for significant client-impacting incidents. Expertise in root-cause analysis, escalation management, incident review and prevention, and leading executive cross-functional reviews to define corrective and preventive actions.
Technical Troubleshooting & Process Improvement
Hands-on experience troubleshooting complex integration, configuration, and implementation issues using JavaScript, HTML, CSS, and REST APIs. Track record of improving support processes, implementing AI-assisted workflows, and standardizing request handling to reduce operational volume and risk.
KPI & SLA Management
Development and management of KPI frameworks for support and development teams, ensuring service level agreements are consistently met even during periods of significant team turnover.
AI-Assisted Support Automation
Implementation of AI-assisted workflows and documentation of best practices to improve efficiency, reduce operational risk, and transition custom work to specialized teams.
Monitoring & Alerting
Analysis of client performance alerts and improvement of alerting and detection logic for more accurate and earlier identification of technical issues.
Implementation & Integration Support
Configuration, testing, and validation of client workflows and integrations, supporting technical onboarding through launch and ensuring implementation quality and launch readiness.
Workforce & Workload Optimization
Redesign of inquiry-handling workflows and optimization of team workload distribution, including leading transitions to new ticketing systems and improving onboarding practices.
Data Analysis & Categorization
Research and processing of data to improve categorization and merchant identification capabilities, as well as improving the categorization engine's self-learning mechanisms.
Over 10 years of experience leading support teams and operations, including ownership of KPIs, SLA management, workforce optimization, and executive stakeholder management. Proven ability to maintain service quality through significant organizational changes such as headcount reductions and team restructuring.
Customer & Incident Management
End-to-end ownership of Customer Impact Analysis processes for significant client-impacting incidents. Expertise in root-cause analysis, escalation management, incident review and prevention, and leading executive cross-functional reviews to define corrective and preventive actions.
Technical Troubleshooting & Process Improvement
Hands-on experience troubleshooting complex integration, configuration, and implementation issues using JavaScript, HTML, CSS, and REST APIs. Track record of improving support processes, implementing AI-assisted workflows, and standardizing request handling to reduce operational volume and risk.
KPI & SLA Management
Development and management of KPI frameworks for support and development teams, ensuring service level agreements are consistently met even during periods of significant team turnover.
AI-Assisted Support Automation
Implementation of AI-assisted workflows and documentation of best practices to improve efficiency, reduce operational risk, and transition custom work to specialized teams.
Monitoring & Alerting
Analysis of client performance alerts and improvement of alerting and detection logic for more accurate and earlier identification of technical issues.
Implementation & Integration Support
Configuration, testing, and validation of client workflows and integrations, supporting technical onboarding through launch and ensuring implementation quality and launch readiness.
Workforce & Workload Optimization
Redesign of inquiry-handling workflows and optimization of team workload distribution, including leading transitions to new ticketing systems and improving onboarding practices.
Data Analysis & Categorization
Research and processing of data to improve categorization and merchant identification capabilities, as well as improving the categorization engine's self-learning mechanisms.
Erfahrung
Berufserfahrungmehr als 10 Jahre
Freelancer seit2026
Sprachen
EnglishverhandlungssicherRomanianMutterspracheRussianMuttersprache
Projekthistorie
Lead the full Support function across Tier 1 client care and Support Engineering, owning KPIs, quality, and client satisfaction. Maintained service capacity through a 50% headcount reduction while reshaping workflows. Improved Support processes, standardized reward-related request handling, and implemented AI-assisted workflows to improve efficiency and reduce operational risk.
Own the end-to-end Customer Impact Analysis process for significant client-impacting incidents. Conduct impact and root-cause analysis, lead executive cross-functional reviews, and track committed actions through completion to ensure accountability and long-term follow-through.
Led the Tier 1 Support pod, owning team performance, KPIs, service quality, and customer satisfaction. Maintained SLAs through significant team turnover, managed client communication and escalations, coached the team, and led the transition to a new ticketing system.