Head of Support

Create CVLoginCV viewHead of SupportNegotiableMoldovaBălţiFullRemoteWork experience5 yearsLast work experienceCompany under NDAHead of Customer Care1 year 7 monthsContactsAboutAboutРаботаю руководителем службы клиентской заботы уже более 6 лет в iGaming и FinTech, специализируюсь на построении и масштабировании support-функций, операционной эффективности(не только CS) и развитии команд. Управляю международной командой около 180 сотрудников в разных GEO, включая тимлидов, QA и старших смены. Выстраивал процессы поддержки с нуля, внедрял KPI и системы контроля качества, улучшал регламенты эскалаций, анбординга, базы знаний и автоматизацию(да-да, тот самый AI). В работе ориентируюсь не только на показатели поддержки, но и на влияние моего отдела на продукт и бизнес. Люблю находить системные проблемы, разбираться в их причинах и совместно с Продуктовой командой/разработкой/другими отделами операционного отдела доводить изменения до результата. Из измеримых результатов: увеличил CSAT с 45% до 58%(в среднем по всем ГЕО), сократил FRT с 40 до 15 секунд, ART с 8 минут до 1:30 и повысил resolution rate чат-бота с 13% до 39%. Очень ищу позицию, где смогу совмещать управление людьми, операционное развитие и работу над продуктом, а не просто контролировать работу поддержки:)Affiliate experienceVerticalsGamblingBettingCryptoE-commerceGamingFinanceBinary OptionsGeosTier-1Tier-2Tier-3Work experience5 yearsFebruary 2025 - to date(1 year 7 months)Company under NDAHead of Customer CareLed a 150-person support org across India, Portugal, Egypt, Poland, Turkey, and more (agents, team leads, QA, shift leads). • Improved CSAT from 45% to 58%, reduced FRT from 40s to 15s, and cut ART from 8 min to 1:30 min. • Revamped escalation process via internal ticketing system, improving resolution time & interdepartmental coordination. • Launched buddy system & comprehensive knowledge base, reducing onboarding time and operational errors. • Increased chatbot resolution rate from 13% to 39% by improving logic, training set, and fallback flows. • Handled crisis during new GEO launches and marketing-driven overloads, adapting workflows and redistributing loadFebruary 2023 - December 2023(11 months)BitholdСustomer support team lead• Built customer support from zero: workflows, ticket system, Confluence base, templates, escalations. • Managed 6-person team handling 2,000+ monthly tickets on spot/futures/P2P trading and KYC. • Integrated feedback loops into product and ops teams to improve case routing and client experience. • Redesigned live chat UX with frontend team — login required, case topics, tone of voice options.January 2022 - September 2022(9 months)Company under NDAHead of Customer Support• Oversaw 6 agents across LATAM, CIS, Africa. Focused on agent performance tied to NGR and profitability. • Created knowledge base for internal use, improving product knowledge and average handling time. • Launched VIP agent program improving average deposit volume and reactivation rate. • Promoted 2 staff internally: one to training team, another to senior support manager role. October 2020 - December 2021(1 year 3 months)MTradingCustomer Support Team lead• Managed 12 agents across SEA & LATAM. Focused on KPI stabilization across volatile regions. • Boosted CSAT from 53% to 75%, reduced average chat time from 20 to 8 minutes in SEA region. • Built onboarding program leading to creation of dedicated training department. • Collaborated with dev team to improve bonus logic, update T&C;, and redesign admin panel layout.March 2020 - August 2020(6 months)IQ OptionCustomer Support Supervisor• Managed 12 agents across SEA & LATAM. Focused on KPI stabilization across volatile regions. • Boosted CSAT from 53% to 75%, reduced average chat time from 20 to 8 minutes in SEA region. • Built onboarding program leading to creation of dedicated training department. • Collaborated with dev team to improve bonus logic, update T&C;, and redesign admin panel layout.Portfoliohttps://www.linkedin.com/in/nikita-zhemna/?locale=ruSkillsTeam LeadershipKPI & Performance ManagementProcess OptimizationSupport AutomationCRM & Zendesk AdministrationKnowledge Base ManagementQuality Assurance (QA)Customer Experience (CX)Escalation ManagementOnboarding & TrainingiGaming OperationsFinTech / Crypto SupportCross-functional Project ManagementCustomer Support StrategyOperation ExellenceLanguage proficiencyAdvanced EnglishNative RomanianNative RussianBeginner UkrainianEmploymentEmploymentFull, Part-time, Project-basedWork formatRemote, Hybrid, OfficeWork scheduleFlexible, Shift, 5/2RelocationPossibleBusiness tripsBusiness trips possibleArbiHunterAbout the companyPublic APIMedia KitNEWSupportTerms of ServicePrivacy PolicyMoreSearch for employeesPublish a vacancyMobile appFor all questions@arbihunter_support© 2026 All rights reservedPrivacy Policy