Ten years turning support into a system that scales.

I didn't start in a leadership seat. I started my journey back in May 2016 as a frontline Customer Support Representative at Namecheap, answering emails and chats. I cannot be more proud of this starting point because I saw and I know how the things work on the frontline.

Over the following nine years at Namecheap, I was promoted four times: from CS Representative, to Team Leader and Shift Leader running a team of 12 while also working part-time as a Quality Assurance specialist, to Customer Support General Manager running a department of 100+ people across two countries (Ukraine and India). In that seat I launched the company's first SSL Support Team in India to build 24/7 global coverage, owned the department's full annual budget, and turned a recurring customer pain point — SSL installation on third-party servers — into a new, paid revenue line. Nine years is a long time in one company, and I used every year of it: each move up came with a demonstrably bigger scope, not just a new title.

In 2025, I moved to OBRIO, part of the Genesis ecosystem, as Head of Customer Support for Nebula, a consumer app with over 45 million users. This is where I made my biggest bet: I led the build and rollout of an AI support agent that now resolves more than 70% of incoming customer requests without human involvement. I owned that project end to end — the build-versus-buy decision, the guardrails, the redesign of a 50+ person organization around what could safely be automated and what couldn't. I also led the team through a real crisis, recovering a backlog of over 15,000 tickets in a single month and restoring service levels to target. I redesigned the department's bonus system to reward efficiency and quality directly, saving over $8,000 a month while giving agents a fairer path to earning more.

Since June 2026, I've taken on a fixed-term mandate as Senior Manager, Customer Care at Team Internet, an AIM-listed global internet services group. I was brought in to assess the Customer Care function and build what didn't exist yet: a proper incident management function for a 24/7, follow-the-sun operation spanning Poland, the Philippines and Colombia. I designed the severity framework, wrote the training program myself, and personally trained 20+ incident managers who now run that function in every region. I also automated the team's performance review process so 1:1s run on live data instead of manual spreadsheets, and delivered a full audit of the function with a prioritized improvement roadmap.

• Automated the performance review process: weekly statistics now pull directly from Zendesk into each team member's personal performance document, so reviews and 1:1s run on current, objective data instead of manual spreadsheets.
• Conducted a full audit of Customer Care processes, tooling and reporting; delivered a prioritized improvement roadmap covering workflow gaps, ownership and quality control.
• Reorganized and rebuilt the Incident Management function end to end: a SEV 1–5 / S1–S4 severity model, a 24/7 shift handover protocol across three sites, and escalation paths across three sites.
• Defined the customer-facing and internal communication model for incidents, including executive updates, and introduced post-incident reviews that convert findings into process and product fixes.
• Authored the Incident Management training program; recruited, onboarded and trained 20+ Incident Managers across 24/7 shift coverage.
• Built and rolled out a KPI performance framework and a scoring workbook that separates routine shift duties from incident-specific handling, replacing a previously unmeasured function with objective, data-driven management.
• Led Customer Care across B2B wholesale, enterprise and retail segments in a follow-the-sun model spanning Poland, the Philippines and Colombia.

• Conducted a full audit of the Customer Support structure and processes across all branches; developed actionable improvement plans and a long-term development strategy for the department.
• Led the development and rollout of an AI support agent, achieving 70%+ automation of incoming customer requests.
• Managed a 50+ FTE support organization across General Support, B2B, Support Operations, Quality Control and Learning & Development.
• Led backlog recovery during a peak load of 15,000+ tickets in a single month, restoring SLA to target.
• Built the voice-of-customer loop and raised CSAT by 10% through root-cause analysis of detractor feedback and a redesigned CSAT survey.
• Raised the Trustpilot rating by 15%+ by integrating automated review invitations into Zendesk workflows.
• Developed an evidence-based chargeback defense process that achieved a 50%+ chargeback win rate; designed refund policies by payment method and contact point with the Product team.
• Managed Google Play and App Store reviews, automating responses to positive reviews while handling negative reviews manually.
• Reorganized the support team structure — specialist and part-time roles, rebalanced spans of control, optimized headcount — improving efficiency, ownership and cost to serve.
• Designed and implemented a tiered performance bonus system linking reward to efficiency, quality and expertise, saving $8,000+ per month.
• Transitioned the team from a 4/3 to a 5/2 schedule, reducing overshifts and stabilizing SLA performance.
• Owned support readiness for new product releases: escalation paths, macros, knowledge base and agent training prepared before launch.
• Developed role profiles and responsibility matrices for the entire Support organization, and defined and implemented Support vision, mission, values and tone of voice.
• Worked across Support, Product and Engineering to align support operations with product releases and business goals.

• Led a department of 100+ customer service representatives across Ukraine and India.
• Launched and ran the company's first SSL Support Team in India, enabling 24/7 global coverage.
• Owned the department annual budget, balancing headcount, coverage and cost to serve.
• Forecast department load and headcount through data analysis, driving capacity and workforce planning.
• Conducted an in-depth analysis of email handling and redefined department procedures to improve efficiency and accuracy of email processing.
• Redesigned service outage handling, improving response consistency and customer communication during incidents.
• Built assessment frameworks for Subject Matter Experts and Shift Leaders, creating objective promotion and development criteria.
• Coordinated development of a shift management tool for Shift Leaders, cutting their manual work by 30%.
• Drove recruitment and onboarding initiatives for new team members.
• Analyzed customer satisfaction metrics to identify trends and drove continuous improvement initiatives.
• Designed customer journeys for the SSL product and developed and launched the paid "SSL Installation on Third-Party Servers" service — a new revenue stream.
• Managed commercial and operational relationships with third-party certificate providers, holding partners to agreed service and escalation standards.
• Collaborated with Product, Marketing and Development to align departmental efforts with company goals.

• Reviewed chats and tickets from Customer Support Representatives across many different teams department-wide, sending detailed QA reviews against departmental and company standards.
• Developed QA scorecards and an assessment approach for evaluating representatives, creating a consistent, objective way to measure quality of work across people and teams.
• Built broad, department-wide Quality Assurance experience by assessing people across a wide range of teams.
• Corrected representatives' mistakes and provided targeted feedback and suggestions on their work.
• Coached agents on customer care, including the nuances of current issues, and ran follow-up training and meetings based on review findings.

• Led a team of 12 against quality, productivity and SLA targets.
• Ran performance reviews, coaching and 1:1s, developing agents into senior and specialist roles.
• Monitored frontline performance and drove workflow improvements with cross-functional teams.
• Acted as an escalation point for clients, determining and approving exceptions and escalating issues per guidelines.
• Supervised the shift end to end — organized and managed workflow, balanced workload and kept systems and processes running smoothly.

• Delivered frontline customer service through email and chat in a timely and accurate manner.
• Communicated customer feedback to relevant departments for process improvement.
• Built in-depth product knowledge through continuous training and contributed to the customer knowledge base and internal documentation.