Esin Ahmedova
@esinahmedova
Customer Support Operations leader improving SLA/CSAT outcomes through multilingual teams, vendor oversight, and process excellence.
IrelandWhat I'm looking for
I’m a Customer Support Operations leader with 15+ years of professional experience, including 10+ years in customer support and customer experience roles and 5+ years leading high-performing teams. I drive operational excellence in high-volume, customer-facing environments by improving service performance, building strong teams, and delivering measurable gains in customer experience, quality, and operational efficiency.
Most recently, at a regulated European fintech (myPOS), I led customer support operations across outsourced partners, owning operational performance across multi-vendor environments supporting 80+ advisors. I improved escalation and complaints handling using Root Cause Analysis, reducing repeat issues and Ombudsman escalations by approximately 40%, and I partnered cross-functionally to align support processes with business priorities and regulatory requirements. I also directed AI-enabled support initiatives end-to-end, coordinating UAT, operational readiness, and production rollout across vendor partners.
Earlier in my career, I led multilingual support operations for a global SaaS platform (Shopify) and Google programs at Accenture, where I owned SLA/CSAT/QA and built performance improvements using coaching and data-driven insights. I’ve also strengthened workforce planning and operational reporting—reducing customer wait times by 20%—and I continue to build trusted partnerships that drive continuous improvement and develop future leaders.
Experience
Work history, roles, and key accomplishments
Customer Support Ops Lead
myPOS Limited
May 2024 - Dec 2025 (1 year 7 months)
Led customer support operations across outsourced support partners for a regulated European fintech, focusing on operational excellence and consistent service delivery. Owned multi-vendor performance across 80+ advisors and led escalation and complaints management, reducing repeat issues and Ombudsman escalations by ~40%.
Led a multilingual team of 10 customer support specialists for an e-commerce SaaS platform, driving operational performance and customer experience. Improved merchant satisfaction by 15% YoY through structured coaching, quality initiatives, and data-driven performance management.
Led multilingual customer support operations for Google across EMEA and MENA, managing a team of 16 specialists and ensuring operational excellence. Owned SLA, CSAT, QA, and productivity metrics and delivered performance coaching and development to strengthen team capability.
Directed forecasting, scheduling, and capacity planning for 47 advisors across email, chat, and phone channels to improve workforce utilization and operational efficiency. Reduced customer wait times by 20% through real-time monitoring, queue management, and workforce optimization.
Resolved complex support issues for enterprise Google customers, improving platform adoption while delivering high-quality outcomes within SLA commitments.
Supported SMB advertisers on Google Ads, YouTube, and Merchant Center, implementing growth strategies and upsell programs. Consistently exceeded CSAT, SLA, QA, TRT, and productivity metrics, preventing churn and increasing client ROI.
Sales & After-Sales Ops
Lila Paper
Mar 2015 - Dec 2016 (1 year 9 months)
Managed B2B sales and after-sales operations for hygienic paper products, engaging with C-level executives and factory owners. Led lead generation and prospecting activities and coordinated cross-functional teams to ensure smooth order delivery and client satisfaction.
Operations Specialist (I&E)
Borusan Logistics
Jun 2013 - Mar 2015 (1 year 9 months)
Managed international logistics operations across 10 Eastern European countries, coordinating external vendors and handling service issue resolution. Contributed to Lean Six Sigma initiatives to streamline workflows.
Education
Degrees, certifications, and relevant coursework
University of Limerick
Professional Diploma (NFQ9), Climate Adaptation & Sustainability
2024 - 2025
Completed a Professional Diploma (NFQ9) in Climate Adaptation & Sustainability at the University of Limerick.
Istanbul University
Master's degree, Logistics & Transportation Management
2011 - 2013
Earned a Master’s degree in Logistics & Transportation Management at Istanbul University.
Trakya University
Bachelor's degree, Business Management
2006 - 2010
Completed a Bachelor’s degree in Business Management at Trakya University.
Availability
Location
IrelandAuthorized to work in
Job categories
Skills
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