Open to opportunities

Nikola Mitev

@nikolamitev

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Customer Success and Operations leader, driving retention and scalable workflows with AI-first problem solving.

Bulgaria

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What I'm looking for

I’m looking for an AI-first, fast-paced team where I can own customer outcomes end-to-end—handling complex escalations, driving retention and value realization, and building logic-based workflows that scale productivity without losing customer empathy.

I’m a customer-obsessed operations and Customer Success professional with 5+ years of experience driving value realization, retention, and complex operations in high-growth SaaS, FinTech, and e-commerce ecosystems. I combine full lifecycle ownership with structured execution to simplify how teams manage customer needs at scale.

Before my current focus, I coordinated long-term social, educational, and community projects—handling logistics, participants, schedules, and operational delivery. I also managed documentation, reporting, and compliance for European programs, working effectively in small, high-responsibility teams.

In my current role, I resolve high-value, complex user escalations around account security, fiat/crypto transactions, and visa card issues, while serving as a tier-2 SME. I uphold strict KYC/AML compliance, identify and report suspicious activity, and build logic-based workflows using LLMs and workflow automation tools to improve productivity and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Associate

Current

Crypto.com

Apr 2024 - Present (2 years 2 months)

Resolved high-value, complex user escalations related to account security, fiat/crypto transactions, and Visa card issues. Served as a tier-2 SME while applying KYC/AML and risk/compliance practices to investigate and handle sensitive account activity.

Customer Success KYC AML Compliance Risk & Compliance Transaction Support Workflow Automation Prompt Engineering

Current

European Programs Coordinator

Current

IgniteAssociation

Oct 2020 - Present (5 years 8 months)

Coordinated and implemented European program–funded projects from planning through execution. Managed documentation, reporting, and compliance while ensuring timely delivery of milestones in a small high-responsibility team.

EU Project Execution Compliance Management Administrative Accuracy Cross Functional Collaboration Team Coordination

Project Activities Coordinator

CanYouAssociation

Mar 2018 - Mar 2024 (6 years)

Coordinated long-term social, educational, and community projects, managing logistics, participants, schedules, and operational execution. Partnered with multiple stakeholders and supported planning, execution, control, and reporting.

Project Coordination Logistics Management Scheduling Stakeholder Management Community Program Delivery

Education

Degrees, certifications, and relevant coursework

Sofia University St. Kliment Ohridski

2020 -

Activities and societies: Managed documentation and reporting for funding compliance; supported process coordination and structured execution.

Worked in a small, high-responsibility team handling documentation, reporting, and compliance with funding requirements while ensuring timely project milestone delivery.

31 SU Chemi Ivan Vazov

High School Diploma

2008 - 2020

Completed secondary education and earned a High School Diploma.

Ignite Association

Public Relations

2019 - 2020

Activities and societies: Coordinated and implemented projects from planning to execution; managed logistics, participants, schedules, and operational delivery.

Coordinated and implemented European-funded social, educational, and community projects with a public relations focus.