Karolina Zielenow

Director of Customer Operations at MoonPay

Karolina Zielenow is the current Director of Customer Operations at MoonPay. Prior to their current position, they were the Customer Support Manager- Global Account at Paysend from February 2019 to June 2020. There, they were responsible for building a CS team from scratch, improving the customer service experience, engaging customers and facilitating organic growth. Additionally, they were in charge of improving and monitoring the internal help desk system, taking ownership of customers' issues and following problems through to resolution, defining the company's CS culture and strategy, developing service procedures, policies and standards, keeping accurate records and documenting customer service actions and discussions, analysing statistics and compiling accurate reports, recruiting, mentoring and developing customer service representatives, and nurturing an environment where they can excel through encouragement and empowerment. Furthermore, they were required to keep ahead of industry developments and apply best practices to areas of improvement, control resources and utilise assets to achieve qualitative and quantitative targets, adhere to and manage approved budgets and maintain an orderly workflow according to priorities.

Before their time at Paysend, Karolina was a Complaints Analyst at Revolut from June 2016 to December 2018.

Karolina Zielenow attended Jagiellonian University, where they earned a bachelor's degree in economics.

Their manager is Ivan Soto-Wright, Co-Founder & CEO. They work with Akash Garg - CTO, Zheeshan Feroz - Chief Growth Officer, and Anders Hasselstrøm - Director of Product.

Links

Previous companies

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Timeline

  • Director of Customer Operations

    Current role

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