Katerina Yufereva

About Katerina Yufereva

With over 10 years of work experience, I am a passionate and driven leader in customer support and education, with a focus on data-driven solutions. I am currently the Senior Manager of Customer Support and Education at SeekOut, an AI-powered platform for recruiting hard-to-find and diverse talent. I am motivated by SeekOut\'s mission to democratize access to talent and empower recruiters to source, engage, and hire the best candidates for their organizations. I bring diverse perspectives and experiences to the team, having worked in different industries, markets, and cultures.In my current role, I manage a global support team that provides the best customer support at scale, achieving a customer satisfaction score of 95%. I also lead the development and delivery of video and text-based tutorials, and other support materials that educate and inspire our customers to use SeekOut effectively. I collaborate and build trusted and effective working relationships with internal teams, particularly the product management, engineering, and marketing department, to balance customer and business priorities, internal and external stakeholders. I drive projects focused on continually improving efficiency, processes, policies, and standards. I leverage my skills in customer satisfaction, leadership, and account management to ensure that SeekOut delivers on its promise of providing the best talent sourcing platform in the market.

Experience

1. Senior Manager, Support Engineering

   Afresh

   Jul 2024 — Present

   Lead a high-performing team of Tier 1 and Tier 2 support engineers across multiple time zones—including in-state, the Philippines, South Africa, and Mexico—ensuring seamless collaboration and high responsiveness in delivering exceptional technical support.• Streamline internal workflows, reducing manual tasks and increasing team productivity.• Manage high-impact customer incidents and escalations, working closely with Engineering and Product teams to drive swift and effective issue resolution.• Optimize workflows and enhance support operations during the migration from HelpScout to Zendesk, improving ticket management, automation, and overall efficiency.• Oversee staffing and training programs, ensuring deep product knowledge, strong interpersonal skills, and clear, effective communication within the team.

Education

• University of Washington

  Master of Science in Information Management , Business Intelligence