Sergey Kashper

Sergey Kashper Mountain View, CA 94043 | Phone:- |email- LinkedIn profile: https://www.linkedin.com/in/sergey-kashper Director/Head of Customer Support | Global Customer Experience Leader Seasoned and results-driven global support executive with a proven record of building and scaling 24/7 support organizations, driving operational excellence, and achieving measurable business outcomes across telecom, mobile, and Fintech sectors. Recognized for creating high-performance teams, implementing data-driven strategies, leveraging process optimization, automation and ITIL methodologies to deliver exceptional customer experience and long-term retention. Skilled in aligning customer support with enterprise strategy, translating insights into action, and sustaining best-in-class service delivery in complex, fast-paced environments. AREAS of EXPERTISE | SKILLS       Global Customer Operations: 24/7 Support Leadership | B2B2C SaaS & On-Premise Environments | CRM Systems (Zendesk, ServiceNow, Salesforce, Intercom, Remedy, Jira) Strategic Execution: KPI Design & Governance | Business Impact Analysis | Renewal & Retention Optimization | Success and Performance Metric Reporting Process Excellence: ITIL Service Improvement | Root Cause Analysis | Incident & Escalation Management | NPS & CSAT Programs Technology Enablement: Linux, IP Networks, Databases, API | Cloud & Automation Platforms | SDK Knowledge Base Development | AI Tools | Payment Processing | Transaction Fraud Management Leadership & Scaling: Global Team Development | Performance Management | Capacity & Resource Planning | Budget Ownership Cross-Functional Engagement: Executive Communication | QBR Facilitation | Product & Engineering Partnership KEY CAREER ACCOMPLISHMENTS Support Strategy & Operational Excellence     Established a global, carrier-class 24x7 support function across Americas, EMEA, and APAC, achieving >99.99% availability and consistent SLA adherence. Reduced case resolution times by 20% by standardizing workflows, automating escalations, and improving knowledge management practices. Built a data-driven performance cadence, improving incident visibility, reducing escalations by 15%, and driving proactive customer communication. Championed digital transformation initiatives, integrating multi-channel support, self-service portals, and Gen-AI chatbots — boosting CSAT >95% and lowering operational costs. Customer Success & Retention    Managed 25+ Tier-1 enterprise accounts, sustaining industry-leading uptime and strengthening executive-level relationships. Designed and deployed customer health monitoring and NPS programs, resulting in higher renewal rates and improved customer advocacy. Partnered with product and engineering teams to influence roadmap decisions, improving usability and reducing repeat incidents by 30%. Team Leadership & Business Planning    Scaled global teams across seven locations, improving engagement scores and reducing turnover by 25% through targeted development programs. Directed capacity planning, resource allocation, and budget management to align operational readiness with company growth. Drove 1M savings and new PO of 5M value. Developed future leaders through mentoring and performance coaching, ensuring continuity and resilience within the organization. Sergey Kashper - Page Two EXPERIENCE Head / Director of Global Customer Support - Ondot Systems / Fiserv – Sunnyvale, CA 5/2017-9/2025   Directed global support for card services, payment processors and financial institutions. Built KPIs and escalation processes that improved service stability and customer satisfaction. Sr. Manager, Operations & Support - Skyfire Labs / Opera Software – Sunnyvale, CA 8/2014 – 2/2017   Led operations for cloud-based media optimization solutions, streamlining support and delivery. Introduced incident/RCA programs, reviews that improved uptime and reduced customer impact. Sr. Manager, Program & Customer Operations – Asurion Mobile App – San Mateo, CA 2013 – 2014  Defined key metrics for success and presented program performance to executive stakeholders. Principal System Engineer - Motorola Mobility / Google – Sunnyvale, CA 2010 – 2013  Delivered IoT cloud-based home management solutions, supporting enterprise adoption and customer enablement. Led pre- and post-sale support. ADDITIONAL RELEVANT EXPERIENCE   Product Support and Customer Service Manager – Comverse, Miami, FL R&D Team Leader / Sr. Software Engineer – Radvision Ltd, Tel-Aviv, Israel EDUCATION M.S. studies, Electrical Engineering - Technion, Haifa, Israel 1997 B.S. studies, Radiotechnics - Institute of RadioElectronics, Kharkiv, Ukraine PROFESSIONAL DEVELOPMENT | CERTIFICATIONS Building High-Performance Teams | Influence Skills for Leaders and Managers