Maksym Protsenko
@maksymprotsenko
Customer Support Specialist at Thoughtly, troubleshooting AI voice agents and turning customer issues into solutions.
PolandWhat I'm looking for
At Thoughtly, I supported customers using an AI voice agent platform, troubleshooting phone numbers, call features, agent setup, and automations. I guided non-technical customers through fixes step by step.
I handled billing, invoice, and account questions, and took over conversations escalated by Intercom Fin AI Agent. From October 2025 to August 2026, I handled 560+ Intercom conversations with a median response time of 27 minutes.
I reported bugs in Linear with reproduction steps, worked with engineering on fixes, and followed up with customers. I also ran onboarding and troubleshooting calls, wrote Help Center articles, and trained new support teammates.
Before Thoughtly, I sold moving services at Forward Van Lines and handled inbound calls at Green Cleaning Systems Inc. I ranked #1 on my team for KPIs and bonuses across multiple months, and supported customers through urgent situations such as flooded basements.
Experience
Work history, roles, and key accomplishments
Sales Development Representative
Thoughtly
Sep 2026 - Present (2 months)
Qualify business owners by phone and LinkedIn, book product demos, and maintain HubSpot CRM with notes, tasks, and follow-ups.
Customer Support Agent
Thoughtly
Jan 2024 - Aug 2026 (2 years 7 months)
Handled 560+ Intercom conversations with a median response time of 27 minutes, troubleshooting technical issues and de-escalating frustrated customers. Managed billing inquiries, reported bugs, and trained new teammates.
Sales Manager
Forward Van Lines
May 2023 - Aug 2023 (3 months)
Sold residential moving services to US consumers over the phone, from first quote to booked move.
Sales Manager
Green Cleaning Systems Inc.
Aug 2021 - Jul 2023 (1 year 11 months)
Handled warm inbound calls from homeowners, turning inquiries into booked jobs and ranking #1 on the team for KPIs. Supported customers through emergencies and covered extended shifts during power outages.
Education
Degrees, certifications, and relevant coursework
Sumy Professional College, National University of Food Technologies
Junior Specialist Diploma, Food Technology and Processing
Earned a Junior Specialist Diploma (Associate-level) in Food Technology and Processing.
Tech stack
Software and tools used professionally
Availability
Location
PolandAuthorized to work in
Salary expectations
Social media
Interested in hiring Maksym?
You can contact Maksym and 90k+ other talented remote workers on Himalayas.
Message MaksymGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
