Natalia Kalashnykova
Barcelona
Summary
Customer Support Lead with 9+ years of experience across global support operations, quality assurance, and customer experience management. Proven track record of leading large, multi-site teams, scaling support processes, improving CSAT and SLA performance, and acting as the voice of the customer across Product, Engineering, and Operations. Strong background in QA governance, coaching, process optimization, and data-driven decision-making within fast-paced SaaS, tech, and BPO environments.
Overview
10
10
years of professional experience
Work History
Head of Support
StreamElements
Remote
07.2023 - Current
- Led global customer support operations, ensuring high-quality support delivery across all channels while consistently meeting SLAs and customer experience targets.
- Designed and scaled support workflows and operating models, improving efficiency, consistency, and agent productivity as the company grew.
- Owned the knowledge base strategy and lifecycle, ensuring accurate, accessible, and up-to-date documentation for agents and customers.
- Defined and implemented the company’s brand voice and tone across support and social channels to deliver a consistent, customer-first experience.
- Monitored and managed public and social support channels, protecting brand reputation and identifying emerging customer issues early.
- Analyzed ticket data, customer feedback, and trends to uncover product gaps and process inefficiencies, driving measurable improvements.
- Improved CSAT by 10%, Reduced backlog by 50%
- Partnered closely with Product, Engineering, Marketing, Sales, and Operations, influencing roadmap decisions with customer insights.
- Led initiatives to train and optimize AI support tools and chatbots, increasing self-service adoption and reducing agent workload.
- Established and tracked key metrics (CSAT, FCR, SLA, backlog health), enabling data-driven leadership decisions.
- Acted as the voice of the customer internally, advocating for improvements that increased customer satisfaction and retention.
Quality Lead (Customer Support Operations)
TDCX
Barcelona
05.2022 - 07.2023
- Led customer service across two outsourced support partners, supporting 500+ agents across multiple live-service programs.
- Managed a team of 5 Quality Analysts, ensuring consistent evaluation standards and actionable feedback.
- Drove alignment between BPO partners and internal stakeholders on customer experience expectations.
- Facilitated cross-site calibration sessions to maintain consistent player/customer handling.
- Identified performance and skill gaps and executed targeted improvement plans.
- Delivered concise, executive-level performance reporting highlighting risks and operational trends.
- Collaborated with L&D and Knowledge teams to improve onboarding and ongoing training effectiveness.
Quality Coordinator (Customer Support Experience)
Webhelp
Barcelona
04.2021 - 05.2022
- Led a multilingual QA team of 12, supporting 350+ customer support agents across multiple channels.
- Owned QA governance, ensuring compliance with SOPs, SLAs, and quality standards.
- Analyzed QA and CSAT trends to identify systemic experience issues.
- Conducted root cause analysis on recurring defects impacting customers.
- Produced leadership dashboards to support operational decision-making.
- Partnered with Operations and Training to standardize workflows and coaching strategies.
Quality Lead Deputy
Webhelp
Barcelona
01.2020 - 04.2021
- Maintained quality guidelines, scorecards, and evaluation frameworks.
- Governed SOPs and knowledge documentation, ensuring audit readiness.
- Supported rollout of policy and process changes across support teams.
- Translated quality insights into clear, actionable recommendations.
Quality Assurance Specialist
Webhelp
Barcelona
01.2017 - 12.2019
- Evaluated tickets, calls, and chats using standardized QA frameworks.
- Ensured consistency in customer handling and policy adherence.
- Analyzed quality trends to reduce repeat contacts and improve FCR.
Technical Support Representative
Webhelp
Barcelona
03.2016 - 12.2016
- Provided technical support to customers via inbound calls, chat, and email.
- Diagnosed and resolved software, system, and account-related issues.
- Guided users through troubleshooting steps and technical solutions clearly and efficiently.
- Documented cases accurately and escalated complex issues when required.
- Met service and quality targets while delivering a positive customer experience.
Education
Master of Science - International Relations
Donetsk National University
Donetsk, Ukraine05-2014
Skills
- Customer Support Leadership & Operations
- Coaching & Performance Management
- Escalation Management & Decision Making
- AI-driven support optimization
- Gaming & Live-Service Customer Experience
- Quality Assurance & Continuous Improvement
- CSAT, SLA, FCR & KPI Ownership
- Knowledge Base & SOP Governance
- Cross-Functional Collaboration (Product, Engineering, Ops)
- Process Design, Automation & Scaling
- Data-Driven Reporting & Decision Making
Languages
English
Proficient (C2)
C2
Russian
Native
Native
Spanish
Elementary (A2)
A2
Timeline
Head of Support
StreamElements
07.2023 - Current
Quality Lead (Customer Support Operations)
TDCX
05.2022 - 07.2023
Quality Coordinator (Customer Support Experience)
Webhelp
04.2021 - 05.2022
Quality Lead Deputy
Webhelp
01.2020 - 04.2021
Quality Assurance Specialist
Webhelp
01.2017 - 12.2019
Technical Support Representative
Webhelp
03.2016 - 12.2016
Master of Science - International Relations
Donetsk National University