Batuhan ORUÇ

I’m a Customer Support Team Lead with a technical, data-driven approach to support operations. I translate operational data into actionable workflows that improve efficiency, reduce bottlenecks, and strengthen customer retention.

At KODLAND, I lead the customer support team remotely, set performance goals, and coach specialists to maintain high service quality and SLA adherence. I own complex escalations, coordinate cross-functional resolutions, and ensure consistent customer communication while driving workflow optimization initiatives to improve response times, operational efficiency, and customer satisfaction outcomes.

Previously at KODLAND as a Senior Customer Support Specialist, I analyzed and processed datasets using advanced Excel and Google Sheets to develop actionable weekly strategies. I also managed a team of 13 specialists, covering recruitment, onboarding, and performance development, while reporting operational backlogs, resolution targets, and performance metrics to senior leadership.

Earlier in my career as a Customer Support Specialist, I served as the primary point of contact for complex user issues and account discrepancies using AmoCRM, Omnidesk, and Backoffice. Before moving deeper into support operations, I worked as a Web Developer & Technical Consultant—auditing and refactoring legacy codebases and deploying customized WordPress solutions—and I continue to bring that problem-solving mindset into customer-facing operations.