Іван Ватаманюк
@0001342
I am a customer support manager for SaaS, skilled in operations and no-code.
UkraineWhat I'm looking for
I am a customer support manager and no-code developer with over four years' experience supporting SaaS companies across the US, Europe, and Ukraine.
I've worked in both front-line support and ops teams, triaging issues, escalating bugs, and creating knowledge-base content; I closed 1,300 tickets at Apiko with a 9-minute median response time and a 95% customer satisfaction rating. I build onboarding configurations and product courses to improve self-service and internal knowledge.
Technically, I use Intercom, FullStory, Appfarm, SQL, Mailgun/SendGrid, Google Suite, Slack, Basecamp, Hive, Metabase and Amplitude to diagnose issues and improve outcomes. I hold a Bachelor's in Philology, am completing a Master's, and hold certifications including Google IT Support and Appfarm Fundamentals.
Experience
Work history, roles, and key accomplishments
No-code/Low-code Developer
Innocode
Mar 2025 - Present (5 months)
Implemented new business solutions and features using the Appfarm platform and maintained/fixed existing solutions to ensure product stability.
Customer Support Manager
Innocode
Dec 2023 - Present (1 year 8 months)
Developed support materials and product courses to improve customer self-service and internal knowledge base; configured product instances for client onboarding.
Customer Support Representative
Helpware
Aug 2023 - Nov 2023 (3 months)
Handled up to 100 customer tickets per shift using customized templates and consistently exceeded support KPIs to maintain high service levels.
Customer Support Manager
Sendios
Mar 2023 - May 2023 (2 months)
Triaged user issues, escalated bugs to engineering for swift resolution, and partnered across departments to deliver consistent customer support.
Product Support Specialist
Apiko
Aug 2022 - Feb 2023 (6 months)
Closed 1,300 tickets with a median response time of 9 minutes and achieved 95% customer satisfaction while triaging issues and producing comprehensive FAQ articles.
Project Support Operations Specialist
Superside
May 2021 - Aug 2022 (1 year 3 months)
Optimized project delivery processes by identifying and resolving workflow inefficiencies and provided data-driven insights and ad-hoc support to internal teams.
Customer Support Specialist
Superside
Oct 2019 - Apr 2021 (1 year 6 months)
Supported new customers and acted as liaison between customers, project managers, and account executives to ensure smooth project workflows and prevent quality issues.
Translator
Bremen-Haushalt
Jul 2019 - Sep 2019 (2 months)
Performed SEO keyword research and translated Amazon listings from German and Russian into English to improve discoverability and accuracy.
Development Team Member
White Owl
Nov 2018 - Jul 2019 (8 months)
Contributed to work process management, content creation, office management, customer service, and translation across the development department.
Education
Degrees, certifications, and relevant coursework
Kherson State University
Master of Arts, Philology
2024 -
Pursuing a Master's degree in Philology at the Faculty of Ukrainian and Foreign Philology and Journalism, Kherson State University.
Chernivtsi National University
Bachelor of Arts, Translation and Interpretation
2015 - 2019
Obtained a Bachelor's degree in Philology with a specialization in Translation and Interpretation from Chernivtsi National University (2015–2019).
Availability
Location
UkraineAuthorized to work in
Job categories
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