I design and automate the operational side of support and customer success in payments and fintech: routing, escalations, quality, and the Python tooling around them. EU citizen — no visa sponsorship needed — open to remote roles in EU/EMEA.
As part of a 6-person team, I handle operational workflows, critical escalations, and incident resolution for CloudPayments’ top 150 VIP merchants, maintaining a 4.98/5.0 CSAT and 99.8% SLA. When high-value accounts are at risk, I step in directly — personally retained a €3.3M+/month merchant on an escalation call. I mentor and onboard new team members on segment workflows, and automate routine ops in Python, including a workload optimizer that cut monthly scheduling from 8 hours to 15 minutes.
Built and led a 25-person distributed B2B support operation from scratch across 5 markets (CIS, Middle East, Africa, LatAm). Hired 20 specialists and established 24/7 coverage, ticket routing, knowledge management, and a QA framework. Over 9 months, lifted team performance: SLA 60→96%, CSAT 71→87%, and FRR 19→71%. Automated repetitive operations in Python, including an Excel reconciliation tool that cut processing time from 6 hours to 10 minutes and self-serve SLA/CSAT reporting.
Multilingual partner support (RU/EN/RO) across the CIS. The personal library of edge cases I kept became the team's official SOPs and macros. Covered team lead duties on shifts: case triage and real-time peer consulting.
Process Design · Cross-team Planning & Facilitation · Retrospectives & Strategic Sessions · Change Management · OKR / KPI Frameworks · Escalation Logic · SLA / CSAT / FRR / TPH · Onboarding Playbooks · Knowledge Base Architecture
Python · DataLens / OLAP · Advanced Google Sheets · Automated Reporting · Workflow Scripting · Process Tooling
Zendesk · Jira · Confluence · Notion · Yandex Tracker · Yandex Wiki · HelpDeskEddy · Slack · Miro · Google Suite
RU — native · EN — B2 · RO — B1
PyQt5 app for Excel reconciliation. 7 releases, EN/RU, fully offline. Cuts reconciliation from 6 hours to 10 minutes.
GitHubWorkload balancing for support managers: Largest Remainder Method with a cost function and hard/soft constraints. Cuts monthly distribution from 8 hours to 15 minutes.
GitHubSupport metrics from Excel (SLA, CSAT, FR), grouped by date and country, with a Telegram-ready digest as output.
GitHubFine-notice automation built for CloudPayments: turns an Excel registry into signed .docx notices, with automatic name declension and Word-protection removal.
GitHubVitals
A personal health data lake with an AI navigator.
Self-hosted FastAPI/PostgreSQL system spanning 15 health domains (sleep, training, labs, genetics, nutrition), auto-synced with Garmin and Hevy, and weekly AI digests.
A built-in MCP server gives Claude 75 tools to read and write data directly, secured with OAuth 2.0 + PKCE. Built solo, from database schema to production deploy.
Python / FastAPI · PostgreSQL / Redis · MCP / Claude API · HTMX / Alpine.js · Docker
Open to offers in EU/EMEA. EU citizen · no visa sponsorship needed · one month notice.