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Денис Попов

@0008524

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Customer Support Team Lead/former Head of QA Support department

Armenia

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Hi! I work in the customer support field for more than 7 years, being a manager at different levels for 3 years. I worked both in the line support and QA in fintech, forex and iGaming. KYC is also one of the fields I've been working with, ensuring the fraud won't pass :)

My hobbies are creating good music, playing videogames and learning languages. For now, I can speak:
English (C1), French (C1), Spanish (B1), Italian (B1), Norwegian (B1), Finnish (A2), Estonian (A1-A2).

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

Sumsub

Jul 2025 - Present (1 year 4 months)

Worked as Customer Support Team Lead at Self-Employed.

Deputy Head of Support (QA Department)

Non-disclosure agreement

Sep 2024 - Jul 2025 (10 months)

- Managing the QA Support department within the company (4 projects involved), both chats and calls
- Strategic planning of the department's work, both short and long-term
- Communication and calibration with mid- and senior-level Support management
- Implementing internal oversight of the QA management (team leads)
- Resolving conflicts with team leads and heads of the department
- Assisting in i

QA Support Regional Team Lead

Non-disclosure agreement

Mar 2024 - Sep 2024 (6 months)

- Managing the QA support multilingual region (4 languages - EN, FR, ESP, PT), 30+ employees.
- Hiring and onboarding the new specialists
- Organizing the workflow and ensuring the check quality
- Performing TL quality rechecks
- Conducting controlling 1-1 with the employees
- Resolving disputes between QA and Support departments within the chat reach

Achievements:

- Did a major workmode overha

QA Support Specialist (FR)

Non-disclosure agreement

May 2023 - Mar 2024 (10 months)

- Assessing the chat quality for the FR subregion (Customer Support team)
- Maintaining the correctness of filling out the documentation
- Adjusting and implementing changes to the support workflows with the TLs of the department
- Helping with the onboarding for new specialists
- Resolving controversial issues and working with appeals
- Conducting the internal QA for newcomers

Achievements:

-

Customer Support Associate

Call Solutions

Jun 2020 - Jan 2023 (2 years 7 months)

- Customer support for specific range of customers via Zendesk Chats/Tickets
- Informing customers about the Affiliate program
- Resolving issues with the Affiliate program and general issues as well
- Solving problematic queries with the company's affiliate program
- Initial business negotiation, cooperation with the Sales department
- Anti-fraud and KYC activities (cheating prevention, funds mon

Customer Care Specialist

Amaiz Software

May 2019 - Jun 2020 (1 year 1 month)

Worked as Customer Care Specialist at Amaiz Software.

Translation Specialist

International Paper

Nov 2018 - May 2019 (6 months)

- Timely translation of the internal documents, agreements and contracts
- Live consecutive interpretation of the meetings and on-site inspections

Sales Manager

Acronis

Apr 2018 - Oct 2018 (6 months)

- Working with customers from France, Nordics (NO, SWE, FI, EE) and Middle East regions
- Maintained written and phone communication with clients in French and in English
- Helped customers with preparing the contracts
- Worked closely with the technical translation team in French, helped to deal with the tech descriptions and namings