Looking for a job

Хаджи-Мурат Багамаев

@0011

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I lead SaaS, fintech, and crypto support operations that improve resolution speed, CSAT, and customer retention.

Spain

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What I'm looking for

I'm looking to lead and scale customer support operations in SaaS, fintech, or crypto, improving workflows, customer outcomes, and collaboration across product, engineering, compliance, and payments.

At Mayflower, I lead complex technical escalations and payment disputes while maintaining 90%+ CSAT and 97%+ workflow compliance. I work with product managers to turn recurring customer friction into permanent operational and product fixes.

Previously at Social Discovery Group, I managed and mentored support teams, built onboarding frameworks that accelerated time-to-productivity by 30%, and used SQL and CRM reporting to inform Product and Engineering roadmaps. My background also includes B2B and B2C support for crypto wallet infrastructure at Ansvery, where I helped achieve 80% client retention.

Experience

Work history, roles, and key accomplishments

Senior Customer Support Manager

Social Discovery Group

Jan 2020 - Dec 2024 (4 years 11 months)

Managed, trained, and mentored a team of support representatives, fostering a high-performance culture focused on fast resolution and high satisfaction. Built and delivered end-to-end onboarding and continuous training frameworks, accelerating time-to-productivity by 30%.

Team Leadership Mentor Onboarding Zendesk Salesforce SQL CRM Reporting Escalation Management