Looking for a job

Aleksandrs Nosovs

@aleksandrsnosovs

Message

Customer Support Architect | Fraud Prevention Expert | Automation & UX Specialist

Portugal

Message

What I'm looking for

Seeking a leadership role in customer success, support, or product management within a B2B SaaS or high-growth technology company. Thrive in fast-paced, data-driven teams that optimize customer experience, retention, and scalable processes. I am passionate about cross-functional collaboration, operational efficiency, and driving strategic growth.

Seasoned leader with 16+ years in the travel and music industries, renowned for building automated, high-impact customer support systems from the ground up—replacing traditional call centers and multi-tier support with self-service platforms, AI-driven ticketing, and data-backed fraud prevention strategies. Demonstrated success in:

● Eliminating Multi-Tier Support: Achieved 95%+ satisfaction while saving companies $1.2M+ annually through fully automated, lean support teams.

● Rapid Response & High Scalability: Sustained <1 hour first response times and efficient resolution for a 3M+global user base.

● Business Growth & Loyalty: Developed loyalty programs and social media strategies, boosting retention by 20%and building vibrant communities.

Combining deep expertise in fraud detection, QA & product stability, and customer experience design, I deliver robust, cost-saving solutions that scale effortlessly and enhance brand loyalty.

Experience

Work history, roles, and key accomplishments

Head of Customer Success and Comms

App in the Air, Inc.

Aug 2018 - Sep 2024 (6 years 1 month)

Led the customer support and communications for a travel platform, implementing a fully automated support model and advanced fraud prevention systems. Oversaw a team, ensuring high satisfaction rates and compliance with service level agreements. Directed platform migration and process improvements, significantly enhancing operational efficiency.

Fraud Prevention Customer Success Team Leadership Data Analysis Project Management Customer Engagement Social Media Strategy Communication Communication Skills Problem Solving Facebook Marketing Instagram Loyalty Programs

Founder

MyMusic.Travel

Oct 2017 - Dec 2023 (6 years 2 months)

Founded MyMusic.Travel, a platform that integrates music events, ticketing, and travel bookings. Developed a consolidated service for users to book tickets and accommodations, implemented content strategies for community growth, and managed branding and marketing campaigns.

Head of Customer Experience

Aviasales/ Jetradar

Dec 2014 - Aug 2018 (3 years 8 months)

Led the customer support department for a leading travel metasearch platform, building a multi-channel support framework and achieving over 95% customer satisfaction. Managed a team of 10, implemented fraud prevention protocols, and established a real-time support platform for partners.

Customer Experience Team Leadership Zendesk Social Media Strategy Crisis Management Travel Travel Management Traveling Travel Tech Industry Experience Travel Security Trends Travel Agency Travel Coordination Travel Supplier Rules Travel Safety Processes Travel Content Corporate Travel Business Travel Customer Service Customer Success Customer Support Customer Relationship Management Customer Engagement Customer Satisfaction Customer Retention Customer Insights Customer Success Management Customer Communications Customer Management Customer Acquisition Customer Feedback Customer Relationship Management (CRM)Customer Advocacy Customer Research Customer Marketing Social Social Media Social Media Management Social Media Marketing Social Analytics Email Fraud Fraud Detection Fraud Prevention Fraud Management Fraud Investigation Fraud Analysis Team Collaboration Team Management Team Building Teamwork Teams Team Coordination KPIs KPI’S KPI Tracking KPI Analysis KPIs And Metrics KPI Strategy Metrics And KPIs Help Scout Zendesk JIRA SLA SLA Management Slack

Social Media Marketing Manager

Aviasales/ Jetradar

Nov 2010 - Dec 2014 (4 years 1 month)

Managed social media marketing for Aviasales/Jetradar, achieving a 10x ROI increase through targeted campaigns. Grew social media followers significantly and led a corporate blog with high traffic and conversion rates. Developed an affiliate management system that expanded partnerships by 20%. Served as a speaker and mentor at industry events.

Social Media Marketing Affiliate Mentoring

Education

Degrees, certifications, and relevant coursework

Peter the Great St. Petersburg Polytechnic University

Engineer’s Degree, Computers, Complexes, Systems and Networks

2009 - 2012

Grade: 4.5

Completed an Engineer’s Degree focusing on Computers, complexes, systems and networks, gaining a comprehensive understanding of computer systems and their applications.