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Experience level:
3-5 years
Education level:
Bachelor
Languages:
Russian: Native
English: B1
Serbian: A1
Customer Support / Customer Success Specialist | 4+ years in EdTech & IT | Remote | English B1 (B2 in progress)
• Provided customer support via chat and messaging platforms, handling daily user inquiries
• Onboarded new clients and students, helped them understand the product and start using it effectively
• Identified user issues, clarified requests, and provided accurate solutions or escalated cases when needed
• Maintained a positive tone of communication and followed internal quality standards and SLA
• Worked closely with sales, content, and technical teams to resolve user issues
• Improved customer satisfaction through clear explanations and proactive support
• Gained experience working with CRM systems, internal trackers, and documentation
I have over 4 years of experience in customer support, customer success, and client management in digital products and online education.
My key skills include clear and empathetic communication with users, problem-solving, onboarding and user guidance, and handling complex or non-standard requests. I am confident working with chats and ticket systems, following SLA, and maintaining a professional and friendly tone of voice.
I am good at understanding client needs, explaining technical or complex information in a simple way, and collaborating with related teams (sales, product, technical specialists). I also have strong organizational skills, attention to detail, and the ability to quickly learn new tools and products.
English level: B1 (actively improving to B2). I am comfortable working in international teams and written communication in English.