About
I work at the intersection of product, customer success, operations, and automation.
Over the past few years, I progressed from technical support into a role combining key account ownership, product operations, workflow design, and team leadership within a telecom SaaS environment. My work involves translating customer needs into product improvements, coordinating with engineering, improving operational processes, and building automation solutions using Python, APIs, Cloudflare Workers, and AI tools.
I enjoy solving messy operational problems, reducing manual work, and turning repetitive processes into scalable systems. My current focus is AI-assisted productivity, workflow automation, product operations, and building tools that help teams move faster with fewer errors.
What I'm looking for
I'm looking for customer success or product operations roles where I can combine key account ownership, technical problem-solving, workflow automation, and process improvement. I enjoy helping customers get value from SaaS products while improving the systems behind the scenes so teams can work faster and more consistently.
Experience
Product Manager / Senior Customer Success
TelTel.io
May 2023 – Present
- Own customer success and service delivery for key accounts, including incident management, retention, and relationship development, supporting expansion into new markets and recovery of previously lost clients
- Drive product improvements by identifying pain points, structuring requirements, and working directly with engineering to deliver features with direct impact on product positioning and customer retention
- Manage carrier relationships and routing decisions to improve service quality and commercial outcomes, reducing customer support load by approximately 30%
- Build and implement internal automation solutions (Python, AI, Cloudflare Workers), reducing manual workload and enabling consistent achievement of ~3-minute SLA targets
- Train and onboard new team members (3), establishing workflows and scaling support and customer success operations, improving consistency of customer handling
PythonAI automationCloudflare WorkersCustomer successAccount managementClient communicationTelecom SaaSIncident managementBug reproduction
Technical Support Specialist
Telus International
Jul 2021 – Oct 2023
- Provided SaaS support related to marketing solutions through chat, email, and calls
- Worked with internal teams to resolve bugs, improve services, and strengthen support workflows
- Built strong communication, troubleshooting, and problem-solving skills in a structured support environment
- Consistently delivered strong performance and maintained top results against KPIs
SaaS supportBug resolutionTroubleshooting
Customer Support Representative
Webhelp
Aug 2020 – Jun 2021
- Delivered inbound phone and chat technical support for a wide range of devices and software solutions
- Worked with internal teams to improve products, support processes, and internal tools
- Operated effectively in a high-volume, high-pressure environment
- Reached key KPIs from the second month and maintained strong performance
Technical supportCustomer serviceProcess improvement
Skills
SQLAPIsAI automationPythonTelecom SaaSWorkflow automationIncident managementRequirements gatheringProduct optimizationKey account managementCustomer success
Languages
Russian (Native or bilingual proficiency)English (Full professional proficiency)Latvian (Professional working proficiency)
