Customer Success Manager

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.