👋🏻 Bio
active 6 hours ago
Actively looking
My professional background in the cryptocurrency industry includes over eight years at BitMEX, where I worked as a Customer Support Specialist and later led the support team serving users from the former USSR region. I mentored junior team members, handled complex customer escalations, and resolved challenging cases by balancing customer satisfaction with the company's business objectives.
Working closely with Product, Engineering, Compliance, and Operations teams, I helped improve internal processes and the overall user experience. Customer feedback was translated into actionable UI/UX recommendations, several of which contributed to a smoother and more intuitive trading experience for clients.
I also contributed to the adoption of AI-powered tools within the support organization by evaluating new solutions, optimizing support workflows, and improving response quality and operational efficiency.
A significant part of my role involved software localization, translation, and community engagement. I was responsible for localizing a substantial portion of the BitMEX platform, including the web interface, mobile application, Help Center, customer communications, product documentation, and social media channels. These efforts helped deliver a consistent, high-quality experience for Slavic-language (mainly Russian and Ukrainian) users.
Working closely with the Compliance and Legal teams, I assisted in investigations of potentially fraudulent accounts, identified stolen or falsified identities, and helped prevent unauthorized users from accessing the platform. Successfully managed fraud prevention cases by identifying scam attempts, intervening promptly, and helping customers secure or recover their funds whenever possible. This experience provided me with a solid understanding of KYC, AML, sanctions compliance, and the evolving cryptocurrency regulatory landscape across the former Soviet countries, enabling me to navigate region-specific regulatory requirements and support both customers and internal teams.
Prior experience as a software developer at Nokia, Tampere University, Exove, and OP Financial Group provided me with a strong technical foundation for consulting third-party developers on API integrations and enabled effective communication between technical and non-technical teams. This background also gave me a solid understanding of software architecture, financial systems, trading technologies, and the needs of developer communities.
I am an open-minded and collaborative professional with strong leadership, communication, analytical, and problem-solving skills. Combining extensive customer-facing experience with a solid technical background, I enjoy bridging the gap between users, developers, and business stakeholders to transform customer feedback into product improvements that deliver measurable value for both clients and the business.
Current Location: Tampere
Languages: English, Finnish, Hebrew, Russian, Ukrainian
Working closely with Product, Engineering, Compliance, and Operations teams, I helped improve internal processes and the overall user experience. Customer feedback was translated into actionable UI/UX recommendations, several of which contributed to a smoother and more intuitive trading experience for clients.
I also contributed to the adoption of AI-powered tools within the support organization by evaluating new solutions, optimizing support workflows, and improving response quality and operational efficiency.
A significant part of my role involved software localization, translation, and community engagement. I was responsible for localizing a substantial portion of the BitMEX platform, including the web interface, mobile application, Help Center, customer communications, product documentation, and social media channels. These efforts helped deliver a consistent, high-quality experience for Slavic-language (mainly Russian and Ukrainian) users.
Working closely with the Compliance and Legal teams, I assisted in investigations of potentially fraudulent accounts, identified stolen or falsified identities, and helped prevent unauthorized users from accessing the platform. Successfully managed fraud prevention cases by identifying scam attempts, intervening promptly, and helping customers secure or recover their funds whenever possible. This experience provided me with a solid understanding of KYC, AML, sanctions compliance, and the evolving cryptocurrency regulatory landscape across the former Soviet countries, enabling me to navigate region-specific regulatory requirements and support both customers and internal teams.
Prior experience as a software developer at Nokia, Tampere University, Exove, and OP Financial Group provided me with a strong technical foundation for consulting third-party developers on API integrations and enabled effective communication between technical and non-technical teams. This background also gave me a solid understanding of software architecture, financial systems, trading technologies, and the needs of developer communities.
I am an open-minded and collaborative professional with strong leadership, communication, analytical, and problem-solving skills. Combining extensive customer-facing experience with a solid technical background, I enjoy bridging the gap between users, developers, and business stakeholders to transform customer feedback into product improvements that deliver measurable value for both clients and the business.
Skills:
Blockchain Development
Programming
Business Development
Problem Solving
Customer Support
💼 Experience
Customer Support Specialist
BitMEX
Key Responsibilities at BitMEX:
- Led the CIS Customer Support team, mentoring agents and managing complex customer escalations.
Delivered multilingual customer support across cryptocurrency trading, account security, KYC, AML, and platform operations.
- Collaborated with Product, Engineering, Compliance, Legal, Marketing, and Operations to improve processes and customer experience.
- Gather and translate customer feedback into product and UI/UX improvements.
- Localized the BitMEX platform, Help Center, product documentation, customer communications, and Russian-language social media.
- Co-managed the company's social media community and social media presence.
Investigated fraud, account security issues, identity verification, and sanctions-related cases in collaboration with Compliance and Legal teams.
- Advised third-party developers on API integration and technical issues.
- Evaluated and implemented AI-powered tools to improve support quality and operational efficiency.
- Acted as a bridge between customers, developers, and business stakeholders to resolve technical and operational challenges.
- Led the CIS Customer Support team, mentoring agents and managing complex customer escalations.
Delivered multilingual customer support across cryptocurrency trading, account security, KYC, AML, and platform operations.
- Collaborated with Product, Engineering, Compliance, Legal, Marketing, and Operations to improve processes and customer experience.
- Gather and translate customer feedback into product and UI/UX improvements.
- Localized the BitMEX platform, Help Center, product documentation, customer communications, and Russian-language social media.
- Co-managed the company's social media community and social media presence.
Investigated fraud, account security issues, identity verification, and sanctions-related cases in collaboration with Compliance and Legal teams.
- Advised third-party developers on API integration and technical issues.
- Evaluated and implemented AI-powered tools to improve support quality and operational efficiency.
- Acted as a bridge between customers, developers, and business stakeholders to resolve technical and operational challenges.
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