Hire the Best Zendesk Specialists
in Ukraine

I help Shopify and e-commerce stores handle customer support (email & chat) — including order issues, refunds, and “Where is my order” requests. With 4,900+ hours of support experience, I focus on clear, calm communication that helps resolve issues quickly and reduces repeat tickets. What I handle daily: • Order issues, cancellations, and changes • Refunds and chargeback-related cases • Tracking and delivery issues (WISMO) • Customer complaints and escalations I’m comfortable working in fast-paced environments and managing high ticket volumes while maintaining a consistent and professional tone. Available for PST & EST coverage.

Hi! I'm a Senior Zendesk Administrator and CX Systems Specialist with strong experience designing, implementing, and optimizing customer support operations for multi-channel service teams. For the past several years, I’ve built full customer service ecosystems for a US-based insurance and operations-heavy organization, supporting thousands of monthly interactions across phone, email, chat, and automated channels. My work includes everything from complete Zendesk implementations to ongoing optimization, automation, and workflow redesign. I specialize in turning messy support processes into clean, efficient, automated systems that reduce load, improve SLA performance, and give managers full visibility into operations. ⭐ What I help clients with 🧩 Zendesk Setup & Implementation • Full instance configuration • Ticket routing & workflows • Groups, roles & permissions • Triggers, automations, macros • Fields, forms, conditional logic • Help Center / Guide setup • CSAT, SLA, business hours • Talk / phone system setup 🔧 Zendesk Optimization & Cleanup • Workflow redesign • Reducing backlogs • Improving routing logic • Standardizing macros & forms • Building scalable structures • Removing duplicates & automation loops 🤖 CX Automation (Make.com, Zapier, API) • Cross-tool automations (CRM, phone, internal tools) • Auto-ticket creation & updates • Notifications & escalations • End-to-end process automation 🌐 Omnichannel Architecture • Email, phone, chat, SMS, WhatsApp, social • Unified workflows • Consistent SLAs • Channel-level reporting 📊 Reporting & Analytics • Zendesk Explore dashboards • KPI frameworks (FRT, Resolution Time, Agent Load) • Manager, team & agent analytics • Insight-based optimization 💡 Why clients work with me • Strong operational mindset • Clear documentation & communication • End-to-end process redesign • Experience with heavy-load operations • Detail-oriented + fast delivery 🛠 Tech Stack Zendesk Support, Guide, Talk, Messaging, Agent Workspace Make.com, Zapier Salesforce / CRM integrations API / Webhooks Slack automation Google Workspace DocuSign Zoom Phone Applied Epic 💼 Engagement Models • Full Zendesk implementation • Optimization of an existing setup • One-time audits & cleanup • Long-term support • Automation projects • Reporting & analytics setup If you're looking for someone who can build your Zendesk the right way, fix what's broken, or automate what slows your team down — let’s connect.

I'm located in Europe currently. Customer Support Manager with 15+ years of experience across SaaS, e-commerce, and wellness industries. I started as a support agent and worked my way up to manager. That path matters because I understand both sides: what it takes to handle a difficult customer conversation, and what it takes to build a system where those conversations go well by default. I know how to hire the right people, train them properly, set up processes that actually hold, and step in when things go sideways. My approach is straightforward: I treat support as a business function, not a cost center. Good support retains customers, protects revenue, and generates insights that product and marketing teams actually need. I work closely with those teams, not just within my own queue. Over the years I've worked across SaaS, e-commerce (Shopify), and wellness, managing teams remotely, handling escalations, building knowledge bases, running quality reviews, and keeping operations running across time zones. I'm fluent in English and Russian, which has been a genuine asset for companies serving both markets. I use AI tools (Claude, ChatGPT) daily, not as a gimmick, but because they make my work and my team's work better. If you're looking for someone to manage your support operation, build it from scratch, or step in as a senior individual contributor, I'd love to talk. Tools & Systems I work with: * CRM & Support: Zendesk, Salesforce, HelpScout, NetSuite, OTRS * E-commerce: Shopify (orders, returns, exchanges, disputes, chargebacks) * Billing: Recurly, Zuora, Aria, Stripe, PayPal, ClickFunnels * Project Management: Jira, Monday * AI Tools: Claude, ChatGPT * Communication: Slack, Google Workspace What I'm particularly strong at: - Building and managing remote support teams from the ground up - Hiring, onboarding, and training support agents - Setting up KPIs, quality monitoring, and performance reviews - Handling complex escalations and customer disputes - Cross-functional collaboration with technical, marketing, and engineering teams - Supporting both English and Russian-speaking customers