Open to opportunities

Aidos Murat

@aidosmurat

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I resolve SaaS and fintech platform issues, improve CSAT, and turn customer feedback into product improvements.

United Kingdom

Message

What I'm looking for

I'm looking to resolve complex SaaS or fintech platform issues, improve support operations, and partner with Product and Engineering to turn customer feedback into better products.

At Vita Mojo, I supported SaaS restaurant-management clients through Zendesk and live chat, translating complex platform issues into clear guidance. I investigated and escalated bugs, worked with Engineering and Product on root causes, and supported onboarding, data setup, and platform expansion.

I led a CSAT initiative that raised scores from 86% to 97% and built Zendesk automations to improve team efficiency. Using SQL and Redash, I analyzed support data and shared recurring customer issues to inform platform improvements.

Previously, I managed 100 merchant relationships at Unlimit and resolved payment, network, application, and integration issues at Teya. I also built Help Centre documentation, mentored new hires, and worked across global, distributed teams.

Experience

Work history, roles, and key accomplishments

Software Support Specialist

Vita Mojo

Mar 2023 - Apr 2026 (3 years 1 month)

Provided first-line technical support for SaaS restaurant-management clients via Zendesk and live chat, translating complex issues into clear guidance. Investigated and escalated bugs, led a CSAT improvement initiative from 86% to 97%, and built Zendesk automations.

Zendesk SQL Redash Troubleshooting Root Cause Analysis Client Onboarding Cross Functional Collaboration Process Improvement Documentation

Client Relations Manager

Unlimit

Sep 2022 - Nov 2022 (2 months)

Managed a portfolio of 100 merchants, analyzing transaction trends and delivering tailored solutions. Partnered with Sales, Risk, AML, and Implementation teams on onboarding and compliance, and trained clients on payment and analytics tools.

Customer Relationship Management Transaction analysis Onboarding Compliance Training Payment Tools Analytics Tools

Tier 2 Technical Support

Teya

Jan 2022 - Sep 2022 (8 months)

Diagnosed and resolved network, payment application, and integration issues for merchant clients. Built Help Centre documentation and security protocols, mentored new hires, and was promoted into a Learning & Development role.

Technical Support Troubleshooting Network Diagnostics Payment Application Documentation Mentorship Security Protocols

Customer Service Specialist

Booking.com

Jan 2018 - Nov 2020 (2 years 10 months)

Resolved complex customer inquiries across phone, chat, and email, including refunds, cancellations, and large-scale relocations. Collaborated with Account Management, Credit Control, and Payments teams to resolve operational issues.

Customer Service Communication Skills Problem Solving Refunds Cancellations Collaboration Payments