Pelagia Tsanousidou
@pelagiatsanousidou
Customer Support & Operations Specialist delivering scalable SaaS support, automated workflows, and 90%+ CSAT.
GreeceWhat I'm looking for
I’m a Customer Support and Operations Specialist with 7+ years of fully remote experience in SaaS and eCommerce environments. I’ve handled 200+ tickets per week via email and live chat while resolving technical issues, billing disputes, and account queries.
I’m known for turning complex problems into clear solutions and improving how teams work. I’ve progressed from Support Agent to Team Lead and Operations Lead, managing and mentoring up to 5 agents and building scalable support structures through SOPs, knowledge bases, and reporting frameworks.
I partner closely with Product, Engineering, and Finance to escalate recurring bugs and drive process optimization. I also use AI-assisted tools (ChatGPT, Claude, Microsoft Copilot) and workflow automation (Google Apps Script, Retool) to deliver real-time operational insights and faster, higher-quality customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Support & Ops Specialist
AutoDS Ltd
Jan 2018 - Present (8 years 4 months)
Handled 200+ tickets per week via email and live chat for a global SaaS/eCommerce platform, resolving technical issues and billing disputes while maintaining 90%+ CSAT and meeting SLA targets. Led support operations, mentored up to 5 agents, escalated recurring bugs to Engineering/Product, and improved efficiency via SOPs, reporting frameworks, and workflow automation using Google Apps Script and
Codification & Project Manager
Hatz Group SA
Managed product codification and coordinated projects across Hatz Group SA, ensuring documentation accuracy and process standardization. Supported cross-departmental administration through communication and standardized documentation practices.
Technical Office Assistant Engineer
Ralco Aluminum Industry
Provided technical support and engineering documentation for RALCO Aluminum Industry, including CAD drafting work. Produced and maintained design documentation using AutoCAD to support engineering needs.
Education
Degrees, certifications, and relevant coursework
Udemy
Udemy course, AI workflow automation
Completed an Udemy course on AI workflow automation and AI agents using ChatGPT and Microsoft Copilot.
National Union of Physics
Certification, AutoCAD
Earned an AutoCAD certification through the National Union of Physics.
EL.KE.PA.
Marketing studies, Marketing
Completed marketing studies at EL.KE.PA.
Lyceum, Thessaloniki
Secondary education, Secondary Education
Completed secondary education in Thessaloniki.
Availability
Location
GreeceAuthorized to work in
Social media
Job categories
Skills
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