Sergey Kashper

Inspired Customer Support leader able to scale-up global teams strategically and develop individual talents. Hands-on technical manager and resourceful problem solver.

Customer facing executive with a relentless focus on customer satisfaction and exceptional experience.

Proven success in driving strategies to increase recurring revenues and retention via operational excellence.

Specialties:

• strategically scaling a worldwide global support operation with 24/7 coverage via various support models (Premium, Tiered, Managed services) for multi-tenant SaaS B2B/B2B2C environment for millions of customers.

• Procedure/process-oriented ITIL methodology: workflows, tools, best practices, KPI metrics which drive operational efficiency

• High quality Customer interactions: operational reviews to understand customer sentiment, advocate for their needs

• Facilitate resolution of complex issues: Escalations and Incident management with strong technical expertise in Databases, API, HTML/HTTP, Mobile apps, Fintech solutions, payment processing, SaaS products, CRMs (Zendesk, Salesforce)

Collaborating across functional teams: Product, engineering, DevOps, Customer Success to set priorities and shape product roadmap and future release scope.

• Team development, growing agents and managers; Set strategic goals, budget, nurture supportive, collaborative environment