Summary
Customer Service leader with 10+ years in B2B and B2C software support.
Currently heading a 100+ person worldwide organization at JetBrains — Support Operations, Technical Account Management, Sales Support, Technical Support, and development teams.
I turn support into a strategic, data-driven function: built Enterprise Support from scratch (€1M+ in year two), cut SLA from days to hours, and rolled out AI automation across the org.
Target role: Director of Customer Service / VP of Customer Experience
Work Experience
Director, Worldwide Customer Service
JetBrains
2019–Present • Amsterdam, Netherlands
- Leading Customer Service department with 100+ people, overseeing Support Operations, Technical Account Management, Sales Support, and Technical Support teams.
- Grew the leadership layer — hired managers and team leads, defined career frameworks, and built cross-functional partnerships with Product, Sales, and C-level stakeholders.
- Increased CSAT by 14%, reduced SLA from 3+ days to 2 hours, and implemented ticket quality reviews.
- Rolled out AI automation across 10+ teams, including routing, sentiment detection, severity assessment, and post-analysis.
- Built Enterprise Support from scratch — generated €1M+ profit in the 2nd year.
- Scaled support chatbot to 3K+ chats/month with 80% CSAT and 75% deflection rate.
- Established data-driven feedback loops for product teams, automating insights into top bugs and feature requests.
Junior Support Engineer → Support Team Leader
Parallels (Plesk)
2014–2019 • Novosibirsk, Russia
- Led a 5-engineer team within an 8-team support organization.
- Reviewed and analyzed 1000+ tickets with negative CSAT to identify patterns and improve processes.
- Authored 500+ knowledge base articles to reduce repeat tickets and improve customer self-service.