Ervin Kougija

Background

About Ervin Kougija

As a Head of Customer Support with 6+ years in customer experience and 3+ years in business development, I build and lead high-performing teams from scratch, turning chaos into seamless operations. With a background spanning customer experience and business development, I specialize in creating scalable workflows, implementing AI-driven automation, and fostering collaboration across Engineering, Product, and Design teams. My passion lies in transforming support from a cost center into a strategic asset that drives satisfaction, retention, and revenue. I took support from non-existent to industry-leading - boosting CSAT to 95%+, slashing response times from 26 hours to 17 minutes, and automating 30% of inquiries with AI chatbots. I scaled the team during hypergrowth from 400K to 18M revenue while cutting handle time by 78% from 90 to 20 minutes and reducing escalations to devs by 40%. My data-driven approach also helped monetize the product by bridging customer insights with engineering. I don't just manage teams - I architect support ecosystems designed to scale with business growth. From implementing new platforms to building robust self-service solutions, I focus on creating customer experiences that drive loyalty and revenue: ervin.kougija@gmail.com :@ervinko