Hi! I’m Ksenia - a support team lead, writer, and virtual assistant with over 10 years of experience in communication, client care, and structured problem-solving.
I’ve spent the last few years managing a customer support department:
✦ building processes,
✦ writing internal documentation and guidelines,
✦ training agents,
✦ handling escalated cases,
✦ improving response quality and tone of voice.
I write clear, structured content - from help articles and templates to polite email replies. I’m fluent in Russian, English, and Estonian, and I understand the human side of communication.
I can help with:
• Chat & email support
• Knowledge base articles & instructions
• Virtual assistance (emails, spreadsheets, task tracking)
• Translations (RU ⇄ EN / EST)
• Quality control and customer communication audits
I’m reliable, thoughtful, and always focused on clarity and care.
Let’s build something useful together.
