Granny Cat

Build support operations for multiple mobile products, designing support processes, routing, queues, SLA logic, L1/L2/L3 escalations, and handling rules for complex technical and billing cases. Own the support architecture in Intercom, implement Fin AI Agent, and automate internal processes using APIs and Google Apps Script.

Provided L2 support via live chat and email, resolving complex customer issues, assisting L1 agents, and managing escalations. Coordinated a small team of 2-3 people, handled flight and hotel bookings, and worked with accounting and closing documents.

Managed a support team of 5-10 specialists, helping allocate attention across cases, supporting agents, monitoring quality, and escalating complex situations to management. Handled inbound customer interactions across calls, messages, and email, and performed quality assurance through call reviews and agent performance checks.

Supported players in a gamedev product, quickly investigating user issues, reducing negative sentiment, and helping drive cases to resolution. Created and improved customer communication scripts, handled support tickets, and assisted with complex cases.

Secondary vocational education in Commerce and Management, with a Sales Manager qualification.