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Aliya Kulbayeva

@aliyakulbayeva

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Customer Service Manager optimizing remote support, workflows, and cross-functional operations.

Kazakhstan

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What I'm looking for

I seek a remote role leading customer support or operations where I can improve processes, coach teams, and use data to raise CSAT and resolution speed.

I am a Customer Service Manager with deep experience leading remote support teams in fast-moving startup and tech-driven environments. I specialize in multi-channel support, CRM tools like Zendesk and Intercom, and resolving platform, payment, and account issues in real time.

I have led teams through operational improvements that raised resolution speed and customer satisfaction, introducing training, QA processes, and workflow updates that delivered measurable gains (30% faster resolution time; 22% CSAT improvement).

I bring a blend of technical troubleshooting, data-driven decision-making, and a strong ownership mindset to improve customer journeys and foster cross-functional collaboration with product, billing, and operations teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Manager

Current

SwiftHelp 1 Solutions

Nov 2022 - Present (3 years)

Managed remote support team for a SaaS/healthtech marketplace, resolving platform, payment, and account issues in real time and introducing training and QA processes that improved resolution time by 30%.

Zendesk Customer Support Management Team Leadership Workflow Optimization & QA Remote Operations Escalation Management

Customer Support Lead

ConnectKZ Technologies

Jan 2020 - Nov 2022 (2 years 10 months)

Oversaw daily multi-channel support for a B2B SaaS workforce platform, improved team CSAT by 22% through workflow updates and coaching, and managed escalations across billing and onboarding.

Intercom Zendesk SLA Management Coaching Reporting Cross Functional Collaboration Process Improvement

Customer Support Specialist

Aktau Renaissance Hotel

Jan 2018 - Jan 2020 (2 years)

Provided front-line guest support, coordinated service delivery across departments, managed check-in/out and VIP requests, and maintained service logs to enhance guest experience.

Guest Relations Conflict Resolution CRM Communication Log Management VIP Service Time Management

Education

Degrees, certifications, and relevant coursework

Narhoz University

Bachelor of Economics, Economics / International Relations

2008 - 2011

Completed a Bachelor in Economics with a focus on international relations, covering economic theory and international economic relations from September 2008 to July 2011.