Max Novak

Key Achievements: Strategic Support Transformation - Spearheaded the transition from a legacy ticket/email-based system to a Chat-first support model (Intercom), significantly improving real-time user engagement and brand accessibility. - Engineered a comprehensive Self-Service strategy by completely rebuilding the Help Center, resulting in increased customer autonomy and reduced manual query volume. Operational Excellence & Data-Driven Management - Established and maintained high-performance benchmarks, consistently achieving a CSAT of >95% and a First Response Time (FRT) of <2 minutes. - Designed and implemented a performance-based KPI framework, ensuring team accountability and service consistency. Internal Product Development (Admin Tools) - Initiated and supervised the development of several Admin Panel features, optimizing internal search and incident troubleshooting, which accelerated issue resolution speed. Team Growth & Mentorship - Recruited, onboarded, and mentored new team members, implementing a training program that led them to become the department's top performers within their first quarter.

Built and scaled a high-performing department from 2 to 25 employees within one year, designing and optimizing all operations and processes from scratch. Key Achievements: - Talent Acquisition & Onboarding: Developed and executed recruitment strategies that ensured the selection and seamless integration of top-tier professionals. - Operational Efficiency: Designed and implemented process automation, significantly reducing manual workloads and increasing efficiency. - Strategic Resource Management: Managed budgets, optimized workload distribution, and ensured sustainable resource allocation. - Cross-Functional Collaboration: Successfully integrated a monitoring team into the core support department, improving workflow efficiency. - Interdepartmental Process Optimization: Established structured processes to enhance collaboration and operational synergy. - Employee Growth & Retention: Created a robust development and motivation framework, driving engagement and career progression. The department consistently received high praise from HR, emphasizing continuous improvement through structured feedback loops, 1-on-1s, and team reviews. Maintained exceptionally low turnover (about 10-15%) over 14 months, reflecting a well-motivated and engaged team.

In Jig I am responsible for all the external communications with clients, problem-solving, and project management. I successfully finished several projects such as an automated bot solution for b2b clients and the new API version alongside with dev team.

Developing from scratch and managing the Support department at the MyNearWallet (mynearwallet.com) and wallet.near.org (Near Foundation)

Led and scaled a 20+ member L1 Support team, driving efficiency and customer satisfaction through process optimization and strategic initiatives. Performance Management: Defined and tracked key support metrics (CSAT, DSAT, FTR, Resolution, etc.) to enhance service quality. Career Progression: Developed a structured grading system for seamless L1 → L2 transitions. Talent Acquisition & Development: Recruited and onboarded new specialists to strengthen team capabilities. ZenDesk Optimization: Implemented automation, triggers, and macros to streamline workflows and improve response times. Knowledge Management: Built and maintained internal & external knowledge bases to support efficient issue resolution. Cross-Functional Collaboration: Worked closely with Product, Customer Development (CustDev), and Feature Request Management to align support with business needs.

My starting position at Cryptopay taught me how to participate in ICO from the business side, gave me a deep technical understanding of how blockchain interacts with payment services, and a chance to manage the technical unit in the support department.