# Customer Success Manager Location[Georgia](https://jobicy.com/resume-region/georgia.md)Rate, USD Not specifiedWork schedule Full Time, Links—Language skills English, Korean, RussianAvailable for Hire Yes Hire me Save Log in to save * ## About me I am a Customer Support and Support Operations specialist based in Tbilisi, Georgia, with experience in customer communication, knowledge base improvement, onboarding, issue analysis, and cross-functional collaboration with product and engineering teams. I enjoy understanding how software processes work, identifying the reasons behind recurring issues, and turning customer-facing insights into clear internal improvements. My background combines hands-on support, process thinking, written communication, and a strong interest in technology and AI tools. In my current role at Yandex Business, I analyze customer requests, identify recurring issues, update knowledge base materials, and help reduce incorrect cross-team escalations. I also support onboarding for new team members and contribute to workflow improvements that make support operations more efficient. I have experience creating support guides, organizing queues during peak workload periods, reviewing support recordings to find bottlenecks, and sharing improvement ideas with developers. I also worked as a content specialist within a support team, handling documentation and knowledge base tasks assigned by product managers. Earlier, I completed a 2-week internship in app chat support, where I responded to user questions in live chat, helped users understand product features, and created simple knowledge base materials for common scenarios. I also worked as a freelance Russian language teacher, adapting materials to student level and structuring learning plans. I am interested in SaaS products, customer experience, AI tools, and building support processes that are easy to use and scale. I am especially motivated by work that combines support, operations, documentation, and continuous improvement. ## Professional area ### [Customer Support](https://jobicy.com/resume-category/supporting.md)[Management & Operations](https://jobicy.com/resume-category/management.md)[Teacher & Coach](https://jobicy.com/resume-category/teaching.md)[Writing & Content Creation](https://jobicy.com/resume-category/writing.md) ## Skills ### [Customer Success](https://jobicy.com/resume-skill/customer-success.md)[Customer Support](https://jobicy.com/resume-skill/customer-support.md)[Mentoring](https://jobicy.com/resume-skill/mentoring.md)[Problem Solving](https://jobicy.com/resume-skill/problem-solving.md)[Process Optimization](https://jobicy.com/resume-skill/process-optimization.md)[Teaching](https://jobicy.com/resume-skill/teaching.md)[Training](https://jobicy.com/resume-skill/training.md)[Writing](https://jobicy.com/resume-skill/writing.md) ## Education 2020 - 2024 Information Systems and Technologies @ Kosygin State University of Russia 2025 Development of Management and Analytical Competencies @ Yandex Internal Training Work with metrics and processes. 2025 Internal Team Lead Preparation Course @ Yandex Training in task management, knowledge base workflows, support process improvement, and cross-team collaboration. ## Experience 2023 - Present Support Specialist @ Yandex Business Analyzed 1,000+ customer requests, identified recurring issues, updated knowledge base materials, helped reduce incorrect cross-team escalations by one third, onboarded 10 new support employees, created support guides, organized queues during peak workload periods, reduced queue workload by about 30%, reviewed support request recordings to identify bottlenecks, shared improvement ideas with developers, structured recurring stop-word cases, contributed to automatic blocking improvements, conducted onboarding video sessions, handled documentation and knowledge base tasks, improved support articles, updated support flows, and maintained SLA and response quality standards. 2-week internship Chat Support Intern @ 88date App Responded to user questions in live chat, helped users understand product features and complete key actions, provided clear and friendly written support in a fast-paced chat format, and created simple knowledge base materials for common user questions and support scenarios. 2020 - 2021 Russian as a Foreign Language Teacher @ Freelance Adapted materials to student level, structured learning plans, and explained complex topics in simple language. ## Recommend this talent ## Related resumes [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Caregiver / Customer Service Representative / Floral DesignerUnited StatesI am a versatile and dependable professional with experience across transportation, healthcare, customer service, and creative work. 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