Valeria Kast

Head of Customer Support @Printify

Banking & Capital MarketsTechnology🏦 FinanceCustomer Success ManagerCustomer ResearcherAdvisorBusiness Development Manager🧨 Consulting👍 Sales & BizDev

Val is a seasoned professional currently serving as the Head of Customer Support at Printify, a print-on-demand platform. With several years of experience in customer service management, Valeria has honed her skills in problem-solving, team leadership, and customer relationship management. Her responsibilities at Printify include overseeing the customer support team, improving customer service procedures, and ensuring customer satisfaction. Valeria's exceptional ability to handle customer queries and complaints professionally and efficiently has earned her a reputation for excellence within the industry. Prior to joining Printify, Valeria held various customer service roles where she consistently demonstrated her commitment to enhancing the customer experience.

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Work Background

PrintifyHead of Merchant Support

Sep. 2020Tallinn, Harjumaa, Estonia · Hybrid• Successfully led and supervised a dedicated team of more than 300 support agents across four different locations. • Spearheaded a comprehensive restructuring initiative aimed at optimizing team workflows and infrastructure, resulting in a 10% increase in support quality and efficiency. • Demonstrated a consistent track record of achieving exceptional customer satisfaction, maintaining a +93% Customer Satisfaction Score over a period of 12 months. • Implemented significant improvements that encompassed not only enhancing the speed and efficiency of the team, but also completely transforming the company's customer support strategy and communication style, providing a fresh and enhanced voice to better serve customers.

Wise Ltd.Senior Team Lead

Oct. 2018 - Sep. 2020• Was responsible for English-speaking specialised customer support teams in the EMEA region with the largest customer base • The group consisted of 80+ FTEs in the EMEA and APAC regions through a team of 6 team leaders • Created the case categorization system in Wise customer support from scratch and developed it with other stakeholders (product/support/operations) into a fully functioning Contact Form on a global scale • Mentored and coached the EMEA senior lead group and drove the quarterly planning • Coached and worked closely with the Support Experience Product team to implement multiple new tools that are currently being used in Wise customer support • Was responsible for CS EMEA Tallinn site • Daily activities consisted of approving and creating customer support guidelines • Created analytics and reporting dashboards consisting of team and agent level performance • Created global support team monthly schedules, ran intraday observations when it was needed • Ran performance reviews for multiple team leads in the support team • Led and developed the team to deliver customer interactions across multiple channels - emails/phones and chat support

Wise Ltd.Team Lead

Nov. 2017 - Oct. 2018Estonia

Wise Ltd.Customer Support Associate

May. 2017 - Oct. 2017

SAS (Scandinavian Airlines)Customer Service Representative

Jun. 2016 - Apr. 2017Estonia

American Council on ExerciseCertified Personal Trainer

Jan. 2016 - Jan. 2017

FIBAProfessional Basketball Player

Aug. 2010 - May. 2015Spain, Greece, Turkey, Bulgaria, Latvia, Lithuania, EstoniaProfessional athlete in multiple basketball clubs across Europe.

Estonian Basketball FederationMember of the Women's National Team

Aug. 2004 - Aug. 2014EstoniaMember and official representative of the Estonian women's national basketball team. Took part in qualification tournaments for the European Championship across Europe.

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