Pavel P.

I lead onboarding in regulated fintech, with years of customer support behind me, and I test software like a QA engineer. Hire me to lead your support team on clear KPIs, or to test the product your customers rely on. CUSTOMER SUPPORT & OPERATIONS • Onboarding Lead at Plus500: I lead the onboarding team across account verification, activation and AML/KYC. • Customer support at Capital(dot)com and BDSwiss, both regulated trading brokers, including a high volume of chargeback disputes during a crisis period at BDSwiss. • Disputes and chargebacks: evidence, fight-or-refund decisions, and prevention with pre-dispute alerts, clear billing descriptors and renewal reminders. • Team and quality: ticket tagging and root-cause analysis, QA scoring, agent coaching and weekly KPI reporting. • Tools: Zendesk, Jira, Confluence, Slack, and AI assistants for triage, drafting and analysis, with a human check on every decision that matters. QA & TESTING • 160+ hours of paid QA and integration testing on Upwork. • Manual and exploratory testing of critical user journeys, edge cases and release checks. • Automation: Playwright for browser flows; Python and pytest for API checks. • Fix verification: reproduce the issue, retest the change, and add regression coverage. • Security research: 8 paid vulnerability reports on my public HackenProof profile. WHAT YOU GET Clear written communication, documented processes, and reports that state what was done, what failed and what comes next. Based in Sofia (EET) and working Europe to Asia hours. Available for full-time support leadership roles and for focused QA projects.