Denys Sokolov

Customer Support Specialist

Message

Intro

Kharkiv, Ukraine

Player Support Agent, Shift Lead at Keywords Studios

Studied English at State Pedagogical University, Kharkiv

Joined June 12, 2025

Skills

Languages

English

Fluent

Russian

Native or Bilingual

Ukrainian

Native or Bilingual

About

With over a decade dedicated to customer support, my career now at Keywords Studios has evolved into a mastery of customer support and team leadership. The remarkable achievements include managing over 7000 tickets with swift responses, mentoring agents, and maintaining a customer satisfaction score consistently above 4 out of 5. The collaboration with development teams to streamline game features and resolve bugs underscores my commitment to quality and efficiency. At every step, from Namecheap to Keywords Studios, I have contributed to product development and knowledge base enhancement, all while fostering an environment that prioritizes customer security and support.

Experience

Keywords Studios

Mar 2020 – Present

Ukraine

Player Support Agent, Shift Lead

• Manage player support team, handling over 7000 tickets with an average response time of < 10 minutes. • Create game feature documents and escalate bugs to the development team for resolution. • Mentor and support agents with game-related questions, ensuring high CSAT of 4+/5.

Education

State Pedagogical University, Kharkiv

Jan 1996 – Jan 2001

Master's, English Language, English