Open to opportunities

Yana Kliueva

@yanakliueva

Message

Empathetic community moderator and multilingual customer support specialist focused on quality and resolution.

Poland

Message

What I'm looking for

I seek a community or customer-support role where I can resolve user issues, enforce safe guidelines, mentor colleagues, and use multilingual skills to improve user experience.

I am an empathetic, detail-oriented language professional with experience in quality-focused customer support and second-line issue resolution. I bring strong communication skills and cultural sensitivity in English, Russian, Polish, and Belarusian to community moderation roles.

I have handled complex user inquiries and complaints via email, phone, and ticketing systems, supported junior agents, and maintained accurate, empathetic written communication. I am skilled in enforcing guidelines, resolving conflicts, and maintaining positive online environments.

I am proficient with Freshdesk, Jira, Atlassian, and Helpdesk tools and motivated to apply my customer-facing experience to moderating and supporting the FLO user community.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Armatis

Responded to complex user inquiries and complaints via email, phone, and ticketing systems; maintained clear empathetic communication and supported junior agents through knowledge sharing.

Customer Support Freshdesk Jira Atlassian Ticketing Systems Email Communication Phone Support Mentoring

Community Moderator

Flouser

Moderated online community, enforced guidelines, and resolved user disputes to maintain a safe, respectful environment; handled escalations and supported junior agents to improve response quality.