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Alexandros Papaioannou

@alexandrospapaioanno

Customer & Technical Support Lead building end-to-end L2 support, QA programs, and self-service for DTC hardware and eSIM products.

Greece

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What I'm looking for

I’m looking to own support end-to-end—L2 troubleshooting, escalation to Engineering, SOPs and knowledge base growth—while running QA, coaching agents, and improving backlog, speed, and CSAT.

Customer and technical support professional with 5+ years across contact-centre support, global eSIM and travel tech, and DTC hardware. Progressed from frontline

advisor to L2 technical support, then quality assurance, and now support lead, building depth at every level of the support organisation. Pairs hands-on technical

troubleshooting and escalation management with the systems behind good support: QA programme design and agent coaching, SOPs, knowledge bases, and returns

and warranty workflows. Works fluently across phone, email, chat, social, and video, with strong command of Gorgias, Zendesk, and Shopify. Native Greek, fluent

English.

Experience

Work history, roles, and key accomplishments

Current

Customer & Technical Support Lead

Current

Naya BV

Feb 2026 - Present (6 months)

Promoted to lead customer and technical support, managing one agent and clearing support backlog from ~500 to zero tickets. Reduced first response time by 58% and maintained CSAT at 84%.

Gorgias Zendesk Shopify SOP Development Escalation Management Warranty

Senior Customer Support Specialist

Naya BV

Nov 2025 - Jan 2026 (2 months)

Handled inbound email support for DTC storefront, built returns workflow from scratch, and supported community management on technical cases.

Gorgias Shopify Returns Management Discord

Performance Experience Senior Specialist

Airalo

Oct 2024 - Apr 2025 (6 months)

Served as QA Lead-Coordinator, driving cross-functional QA initiatives and owning Greek-language quality. Handled social media tickets and collaborated across departments.

QA Quality Assurance Zendesk Social Media Support

Technical Support Quality Assurance Specialist

Airalo

Jan 2024 - Oct 2024 (9 months)

Designed QA initiatives improving CSAT by 5%, trained 16 QA reviewers increasing accuracy by 14%, and created 50+ knowledge base articles.

QA Quality Assurance Training Knowledge Base Zendesk

Customer Support L2 Representative

Airalo

Aug 2023 - Jan 2024 (5 months)

Acted as primary escalation point for L1 support, mentored agents, and resolved complex technical escalations. Authored 20+ internal knowledge articles.

Escalation Management Mentor Knowledge Base Zendesk

Customer Support Representative

Airalo

Aug 2022 - Aug 2023 (1 year)

Delivered multi-channel digital support, meeting QA, CSAT, and case-volume targets. Supported online review management and customer sentiment tracking.

Zendesk