- Troubleshot and maintained 20+ custom CRMs across fintech trading platforms covering stock, forex, and cryptocurrency products
- Managed and resolved client tickets via Freshdesk and live chat, handling account, technical, and platform-relatedissues
- Conducted QA testing including bug reproduction and UX validation across client-facing web platforms and payment services
- Coordinated outage response across main site, client area, payment services, and connected CRMs — covering investigation, team communication, and client-facing updates
- Monitored Grafana dashboards and logs to identify and resolve performance bottlenecks before client escalation

- Resolved technical, payment, and legal support tickets via Zendesk
- Moderated and managed user accounts through a custom admin panel, enforcing platform policies and ToS compliance
- Identified and escalated recurring fraudulent account patterns, contributing to a moderation process update
- Processed 500+ tickets/week while maintaining high resolution accuracy across sensitive account cases

- Handled Tier 1 support queue via live chat, resolving account, billing, and app-related inquiries
- Reported live issues, content complaints, and account feedback to relevant internal teams
- Maintained above-target CSAT by improving first-contact resolution rate

- Handled inbound support across calls, live chat, and email for technical and billing account issues
- Diagnosed and resolved HTML/CSS errors in client email campaign templates, restoring send functionality
- Assessed client mailing volume and feature requirements to recommend and configure appropriate subscription plans
- Managed full account lifecycle including creation, configuration, and closure for personal and corporate clients

- Cargo search using the DAT board, discussing and contracting with brokers regarding different loads
- Selection, communication and interaction with drivers suitable for the aforementioned cargoes
- Calculating suitable cargo dimensions, discussing the type of cargo, rules for transporting through various states according to US law, observing working hours according to DOT.