Owned strategy, user journeys, and growth for a portfolio of three products: a marketplace, business operations software, and a mobile app. Worked with two engineering teams, design, and machine learning to take opportunities from discovery through launch and measurement.

I moved into Product while still leading Customer Support and Success. We had no dedicated PM at the time, so I was working alongside the Chief Product Officer on discovery, analysis and product direction.

• Translated customer problems and business needs into workflows, requirements, and delivery scope.

• Worked with engineering and design to resolve trade-offs, clarify expected behavior and make complex requirements practical to implement.

• Used support insights and real customer scenarios to inform product decisions and customer education.

I joined in customer support while the company was scaling. By the time I got into Product, DAU and MAU both grew more than 20 times, and the customer-facing team only doubled. To sustain the scale, I introduced self-service resources, targeted communications, and integrated plenty of internal tools.

• Managed hiring, onboarding, training, performance, and daily operations; served as the final escalation point for critical customer issues.

• Selected and integrated the support systems, including telephony, CRM, live chat, help center, and email.

• Built customer activity dashboards and database integrations to help the Customer Support and Success teams act on user behavior and churn signals.

• Used patterns from thousands of monthly customer interactions to identify recurring product problems and inform product discussions.

Coordinated vehicle transport and supported customers before moving to Ship.Cars, then a new division within Montway.

Supported candidate recruitment and developed skills in CV screening and interviewing.

Helped establish the Svishtov chapter and coordinated local mentors supporting international students.

Handled communications for the local chapter of the world’s largest student-led organization.