
Robert Osenjak
@robertosenjak
Customer Support Specialist at Proton and Binance who sustained 99.7% team CSAT and traced complex blockchain transactions.
What I'm looking for
At Proton AG, I owned Proton VPN live chat and led a team of 8 Customer Support Advisors, onboarding and coaching advisors and trainees. I sustained 99.7% team CSAT for over a year and delivered a five-second average first response against a 30-second SLA target.
At Binance, I handled high-volume live chat and investigated missing, delayed and unconfirmed blockchain transactions, reaching 98.3% personal CSAT in my final three months. I also rebuilt support knowledge base content at Proton and integrated Zendesk with Jira and Confluence to help advisors resolve cases and flag issues faster.
Experience
Work history, roles, and key accomplishments
Owner-Operator
Self-Employed Smallholding
Jan 2026 - Present (8 months)
Run an agricultural smallholding with full responsibility for daily operations, scheduling, equipment, and seasonal planning. Automated routine tasks to free time for full-time employment.
Technical Associate
Katapult (Dewesoft Group)
Sep 2025 - May 2026 (8 months)
Hands-on build, assembly, and testing of physical products for early-stage startups. Performed component and mechanical assembly, repairs, soldering of PCBs and electronics.
Handled numerous simultaneous live chat conversations in the highest-volume support queue at the world's largest cryptocurrency exchange. Sustained a CSAT of 97.9% improving to 98.3% and specialized in financial and on-chain cases.
Customer Support Team Lead (Proton VPN)
Proton AG
Mar 2022 - Jan 2025 (2 years 10 months)
Led a team of 8 Customer Support Advisors plus trainees, holding team CSAT at 99.7% for over a year. Delivered an average first response time of 5 seconds against a 30-second SLA target and rebuilt knowledge base content.
Support Quality Analyst & Advisor (Proton VPN)
Proton AG
Apr 2018 - Feb 2022 (3 years 10 months)
Audited support quality, advisor performance, and SLA adherence across a team of 8 advisors plus trainees. Produced weekly and monthly quality reports and developed internal documentation and knowledge base content.
Customer Advisor (Proton Mail)
Proton AG
Apr 2017 - Apr 2018 (1 year)
Handled 50–70+ tickets and chats per day in a technical SaaS environment. Supported customers with product questions, account issues, and technical troubleshooting via ticket-based communication.
Education
Degrees, certifications, and relevant coursework
Seavus Education and Development Center
Certificate, Computer Systems Networking and Telecommunications
2016 - 2017
Completed coursework in computer systems networking and telecommunications, including CCNA 1-2, CompTIA Network+, and CompTIA A+ certifications.
Availability
Location
Authorized to work in
Salary expectations
Social media
Job categories
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