Yahor Darashkevich

Ka'Chava / Tribal Nutrition LLC - Remote

• • Built and scaled the customer support organization from a 1-agent operation to 95+ agents at peak growth, including staffing model, workflows, QA standards, and operating processes.
• • Led support operations through 1.5M+ resolved customer tickets while maintaining 89%+ CSAT across a high-volume, multi-channel environment.
• • Owned support for subscriptions, billing, refunds, returns, shipping issues, product questions, escalations, and retention-related friction.
• • Built workflows, automations, escalation paths, SOPs, and internal knowledge resources that improved consistency, response speed, and agent productivity.
• • Partnered with operations, fulfillment, marketing, retention, and product teams to surface customer pain points and operational risks to leadership.
• • Supported customer retention and subscription growth initiatives by identifying recurring friction points across billing, fulfillment, and customer lifecycle experiences.
• • Built reporting frameworks for CSAT, contact volume, response time, resolution time, sentiment trends, escalation rates, and customer pain points.
• • Managed hiring, onboarding, workforce planning, coaching, and vendor/BPO operations through seasonal spikes, launches, and fulfillment disruptions.

Freelance - Remote

• • Implemented and optimized Zendesk Suite environments for growing teams, including workflows, automations, macros, reporting, help centers, and integrations.
• • Designed SOPs, support processes, reporting dashboards, and self-service content aligned with operational goals and CX best practices.
• • Recruited, trained, and managed support agents while advising clients on quality, KPI tracking, and scalability.

TeachPoint - Cambridge, MA

• • Developed support, onboarding, and customer education strategies for a SaaS education technology platform.
• • Delivered technical support through Zendesk and phone channels while managing onboarding, training webinars, scheduling, and help center content.
• • Collected support metrics, customer feedback, bug reports, and feature requests to improve product and customer experience.

Apple - Cambridge, MA

• • Delivered 3,000+ customer support and training sessions across Apple mobile, computing, and software products in a high-volume retail environment.
• • Troubleshot iOS and macOS issues, repaired Mac and iPhone hardware, and supported device setup and data transfers.