МАКСИМ Н/A СОБОЛЕВ
Summary
Dynamic Senior Customer Support Specialist at Eurotrader with expertise in optimizing customer retention strategies and enhancing user experience. Proven track record in managing complex technical cases and leading cross-functional teams. Skilled in using Jira and SugarCRM to drive efficiency and improve customer satisfaction. Passionate about delivering exceptional service and achieving results.
Overview
10
10
years of professional experience
Work History
Senior Customer Support Specialist
Eurotrader
02.2025 - 02.2026
- Provided full technical support for trading platforms (MT4/MT5) and client accounts
- Diagnosed and reproduced complex technical issues, improving resolution speed
- Analyzed user behavior (PostHog, Survicate), reducing repeat inquiries through process improvements
- Prepared reports on FTD, trader activity, and transactions for management decision-making
- Collaborated with product and IT teams to enhance platform stability and UX
Content Support (International)
Momanda
09.2024 - 02.2025
- Supported international users (EU, Americas, Asia) via Intercom and Ablefy
- Managed access, payments, and user onboarding for digital educational products
- Ensured smooth delivery of online events and programs for global audiences
Customer Success Manager + (VIP Segment)
Libertex (StormGain)
04.2022 - 09.2024
- Managed high-net-worth (HNW) clients in the crypto trading segment (German-speaking market)
- Achieved retention and revenue KPIs through upsell and relationship management
- Provided консультации on trading tools and platform functionality
Sales Manager + Team Lead DACH & NL Markets/Supervisory Specialist
Armytek GmbH
03.2019 - 03.2022
- Led an international team of 23 employees across Turkey and the Netherlands
- Improved team performance through KPI optimization, coaching, and регулярные training sessions
- Optimized sales scripts, increasing conversion rates and operator efficiency in DACH/NL markets
- Implemented quality control processes (call analysis, feedback loops), reducing operator errors
- Coordinated cross-functional processes with HR, logist
Sales Marketing Executive
Projectinvestservice
09.2015 - 01.2019
- Business Development & Sales:
Proactively identified and acquired new clients, driving expansion of the international customer base. - Client Communication:
Led client negotiations, including international travel, and maintained professional business correspondence in German. - Result:
Closed multiple supply agreements, strengthened long-term client relationships, and contributed to measurable growth in sales volume and revenue.
Education
Магистратура - Международная логистика
Международный университет «МИТСО»
01.2020
Бакалавриат - Мировая экономика
Гродненский государственный университет имени Янки Купалы
01.2019
Skills
- Управление командами
- Разработка KPI
- Системы мотивации
- Кросс-функциональная координация
- Проведение обучающих сессий
- Менторство
- Проведение 1-on-1 встреч
- Стратегическое планирование
- Customer Success (B2B/B2C)
- Retention VIP-клиентов
- Работа со сложными техническими кейсами
- Оптимизация скриптов продаж
- Стратегии Up-sell и Cross-sell
- Работа с возражениями
- Повышение NPS
- Повышение CSAT
- MetaTrader 4/5 (Admin)
- Salesforce
- SugarCRM
- Jira
- Confluence
- Intercom
- HelpCrunch
- PostHog
- Survicate
- Ablefy
- Bitrix24
- Freshdesk
- Trustpilot
- MS Teams
- Глубокий анализ FTD
- Анализ транзакций
- Анализ поведения пользователей
Languages
- Английский
- Немецкий, C2 — Эксперт
- Английский, Intermediate
Additional Information
Продвинутый пользователь ПК, MS Office, Adobe Photoshop, Tilda., Ответственность, организованность, нацеленность на результат, быстрая обучаемость, лидерские качества., Удаленная работа, гибкий график, полный день.
Key Competencies
Управление командами (15–23 чел.), разработка KPI и систем мотивации, кросс-функциональная координация (HR, IT, логистика, бухгалтерия), проведение обучающих сессий, менторство, проведение 1-on-1 встреч, стратегическое планирование., Customer Success (B2B/B2C), Retention VIP-клиентов, работа со сложными техническими кейсами, оптимизация скриптов продаж, стратегии Up-sell и Cross-sell, работа с возражениями, повышение NPS и CSAT., MetaTrader 4/5 (Admin), Salesforce, SugarCRM, Jira, Confluence, Intercom, HelpCrunch, PostHog, Survicate, Ablefy, Bitrix24, Freshdesk, Trustpilot, MS Teams. Глубокий анализ FTD, транзакций и поведения пользователей.
Timeline
Senior Customer Support Specialist
Eurotrader
02.2025 - 02.2026
Content Support (International)
Momanda
09.2024 - 02.2025
Customer Success Manager + (VIP Segment)
Libertex (StormGain)
04.2022 - 09.2024
Sales Manager + Team Lead DACH & NL Markets/Supervisory Specialist
Armytek GmbH
03.2019 - 03.2022
Sales Marketing Executive
Projectinvestservice
09.2015 - 01.2019
Магистратура - Международная логистика
Международный университет «МИТСО»
Бакалавриат - Мировая экономика
Гродненский государственный университет имени Янки Купалы