Ivan L
@ivanl2
I manage customer support across fintech, crypto, social channels, and ticketing systems.
Russian FederationWhat I'm looking for
I've supported customers at Crypto Wallet, StepApp, Coinmama, and Payoneer across payments, cryptocurrency, email, live chat, and social channels. At StepApp, I manage Telegram and Discord communities, resolve inquiries through Intercom and Crisp, maintain knowledge base articles, and collaborate with developers through Jira.
I've spent over 11 years in IT, fintech, and hospitality, including monitoring a major Russian Wi-Fi network and coordinating hotel operations. I'm focused on improving self-service, resolving complex issues, and maintaining strong customer satisfaction in remote support environments.
Experience
Work history, roles, and key accomplishments
Payments Support Agent
Crypto Wallet
Feb 2026 - Present (6 months)
Handles payments-related support tickets for a custodial cryptocurrency wallet integrated with Telegram. Maintains high customer satisfaction, response time, and internal QA scores.
Customer Support Agent
StepApp
Nov 2022 - Present (3 years 9 months)
Manages community engagement via Telegram and Discord, handles inquiries through Intercom and Crisp, and authors knowledge base articles. Collaborates with development to report bugs and create tasks.
Crypto Enthusiast & Investor
Self Employed
Jul 2014 - Present (12 years 1 month)
Actively invested in cryptocurrency projects and participated in ICOs. Conducted market monitoring and analysis, and engaged in trading crypto derivatives.
Customer Support Agent
Coinmama
Nov 2019 - Aug 2021 (1 year 9 months)
Provided high-quality customer support via email and live chat, maintaining high satisfaction. Collaborated with departments using Slack, Jira, and Confluence to resolve complex issues and enhance social media presence.
Shift Leader & Review Coordinator
The Vera Hotel
Jul 2019 - Nov 2019 (4 months)
Oversaw hotel operations during shifts for a boutique hotel, ensuring seamless guest experiences and maintaining a 100% satisfaction rate on Booking.com and Tripadvisor.
Provided direct support to English-speaking clients via chat and email, consistently maintaining a customer satisfaction rating of 95%+.
Monitoring Specialist
OOO Maksima Telecom
Feb 2015 - Mar 2018 (3 years 1 month)
Remotely monitored one of Russia's largest Wi-Fi networks using PRTG and Google Analytics, performed diagnostics on network equipment, managed incident logging, and provided technical support.
Education
Degrees, certifications, and relevant coursework
Moscow State University of Instrument Engineering and Informatics
Bachelor of Law, Law
Bachelor of Law degree from Moscow State University of Instrument Engineering and Informatics, completed in 2018.
Availability
Location
Russian FederationAuthorized to work in
Job categories
Skills
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