Nikola Milekić

Customer Support Representative @ Taplio & Tweet Hunter | IT Engineer & Entrepreneur

Proactive and detail-oriented Customer Support Specialist with over 3 years of experience in SaaS support, IT systems administration, and process optimization. Skilled in building scalable help centers, designing efficient workflows, and leading cross-functional collaboration. Fluent in tools like Intercom, Zendesk, and Notion. Committed to delivering exceptional user experiences and continuous service improvement.

🔹 Specialties: Customer Success | SaaS Customer Support | Zendesk & Intercom | IT Infrastructure Support | Knowledge Base Management | Ticketing System Optimization | POS and Payment Systems | SaaS Testing & QA | IT Service Management (ITSM)

Always open to connecting with fellow professionals in Customer Success, Tech Support, and SaaS Operations. Let’s collaborate and grow together!

📩 Contact: milekic.nikola24@gmail.com

Customer Support Representative

Ever notice those huge comment essays under LinkedIn posts?

If you're writing them, you're not building trust or authority. 
You're just showing people how much you want attention.

In a support ticket, nobody wants a wall of text. Same goes here.

People aren't scrolling the comments looking for someone's life story. 
They want something quick—a spark, an honest take, a reason to check your profile.

Long comments say, "Look at me, I have a point to prove." 
Short comments say, "I've done this. Here's my angle."

Guess which one gets more clicks.

If you want people to actually notice you, keep it simple.

Bad example:
"This reminds me of the time my team adopted a new support platform across four regions and I learned a lot about cross-functional communication that I'd love to share..."

Good example:
"Did this last year. Learned the hard way. Would do it differently now."

Short. Real. Relatable.

LinkedIn isn't your help center. 
Nobody comes here to read a manual.

If you want to tell a whole story, write a post.

But if you want engagement, treat comments like a conversation—keep it quick, keep it honest, and get back to work.

That's how you stand out.

Customer Support Team Lead @ Taplio & Tweet Hunter | IT Engineer & Entrepreneur

Most SaaS professionals post to stay visible, but end up blending in.

Here’s how to stand out:

- Share real challenges, not just wins
- Talk about mistakes and lessons learned
- Show what your day actually looks like
- Be honest, not just positive
- Ask real questions

People remember what’s real, not what’s perfect.

Skip the highlight reel and show what’s really happening.

Everyone loves a good automation story—until they actually need help.

You know the drill. You try to get support from a SaaS tool, but hit a wall of bots, auto-replies, and help center articles. No obvious way to talk to a real person.

Frustrating, right?

Way too many SaaS startups hide their human support too quickly behind automation. 
They think it’s efficient, or that it will scale better. 
But customers remember how support makes them feel. 
If getting help takes more energy than your tool saves them, they won’t stick around.

I get it—automation is tempting. It looks like a shortcut. But it’s not a substitute for real conversations when people need them.

The fastest way to lose trust? 
Make your users hunt for someone who understands their problem.

Here’s the fix: 
Use automation to handle the basics, but make it super clear how to reach a human when things get tough. 
A visible “Contact Support” button beats a maze of AI chat any day.

The best SaaS teams I’ve seen put real people up front, then automate around them. 
That’s how you scale quality, not just volume.

If your users feel like they’re running in circles with your bot, it’s time to rethink the flow.

Support teams know a secret about Black Friday:
it’s not the promos that create chaos.
It’s unclear communication.
So here’s what we’re not doing today on Taplio:
No vague messaging that makes customers guess
No over-promising 
No making people wait for basic answers
No “template replies” that feel like bots
Our approach this year:
Clear instructions
Fast human responses
Transparent expectations
Helping people pick the right plan, not the most expensive one
Black Friday brings a lot of questions.
Our job is to make sure none of them feel like friction.

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Većina timova misli da je ključ dobre SaaS podrške u broju agenata.

Nije.

Ako help centar nije jasan i ažuriran, ni deset novih ljudi ne rešava problem.

Korisnici prvo traže odgovor sami. Ako ga ne nađu, gube vreme, a support se zatrpava istim pitanjima.

Proces je jednostavan:
- Svaki novi feature = novi članak
- Pitanja koja se stalno ponavljaju idu direktno u help centar

Kada help centar diše sa proizvodom, manje je frustracije, a tim radi pametnije.

Probaj prvo da središ help centar, pa pogledaj koliko će stvarno trebati novih ljudi.

Opencashback

As Head of Product and Backoffice at Opencashback, I lead the end-to-end development and scaling of our SaaS platform. My role encompasses overseeing the operational management of all related activities, including Finance, Operations, Customer Success and Support, Marketing, and Sales. I am responsible for the strategic direction, ensuring seamless integration across teams, and driving overall business performance.

Key responsibilities and achievements include:

> SaaS Development and Scaling: Spearheaded the journey from MVP to full-scale product, implementing robust processes and a clear strategic vision that aligned with business goals.
> Cross-Functional Leadership: Managed and coordinated efforts across Finance, Operations, Customer Success, Customer Support, Marketing, and Sales teams, fostering collaboration and ensuring alignment with our product strategy.
> Financial Management: Oversaw financial planning, budgeting, and forecasting to support the company’s growth and profitability goals.
> Operational Efficiency: Developed and optimized operational processes to enhance productivity and efficiency across all departments.
> Customer Success and Support: Established and refined customer success and support strategies to ensure high customer satisfaction and retention rates.
> Marketing and Sales Strategy: Led the creation and execution of comprehensive marketing and sales strategies to drive user acquisition and revenue growth.
> Team Leadership and Development: Built and mentored high-performing teams, promoting a culture of innovation, accountability, and continuous improvement.

My approach is rooted in a deep understanding of the product lifecycle, from conceptualization and MVP development to market launch and scaling. I excel in creating and implementing processes that drive growth, enhance customer experience, and deliver measurable business outcomes.

Head of Product & Backoffice

Facily

As the lead responsible for establishing and implementing the product culture and toolkit for the Revenue Assurance and Logistics areas, I manage everything from backlog and portfolio management to effective communication strategies. My approach combines a strong data-driven mindset with creativity and interpersonal skills to drive success.

Key Responsibilities and Achievements:

> Product Culture and Toolkit Development: Created and implemented a cohesive product culture and toolkit that aligns with company goals and enhances team efficiency.
> Backlog and Portfolio Management: Efficiently managed backlog and portfolio prioritization, ensuring alignment with business objectives and timely delivery of high-impact projects.
> Data-Driven Decision Making: Utilized data analysis to inform decision-making processes, optimize product strategies, and achieve better financial outcomes.
> Agile Methodologies: Implemented agile methodologies to streamline product development processes, from MVPs to fully developed features, ensuring adaptability and continuous improvement.

Major Deliveries:

- Revenue Assurance as a Product;
- Warehouse Management System (WMS);
- Extended Management System (XMS):

In my role, I leverage a combination of strategic vision, data-driven insights, and cross-functional collaboration to drive product excellence and operational efficiency. My ability to foster a strong product culture and implement effective toolkits has been instrumental in achieving significant improvements in revenue assurance and logistics.

Product Manager

Selia Full Service

As the lead responsible for establishing and implementing the product culture and toolkit for the Revenue Assurance and Logistics areas, I manage everything from backlog and portfolio management to effective communication strategies. My approach combines a strong data-driven mindset with creativity and interpersonal skills to drive success.

Key Responsibilities and Achievements:

> Product Culture and Toolkit Development: Created and implemented a cohesive product culture and toolkit that aligns with company goals and enhances team efficiency.
> Backlog and Portfolio Management: Managed backlog and portfolio prioritization, ensuring alignment with business objectives and timely delivery of high-impact projects.
> Data-Driven Decision Making: Utilized data analysis to inform decision-making processes, optimize product strategies, and achieve better financial outcomes.
> Agile Methodologies: Implemented agile methodologies to streamline product development processes, from MVPs to fully developed features, ensuring adaptability and continuous improvement.

Major Deliveries:
- Revenue Assurance as a Product;
- Warehouse Management System (WMS);
- Extended Management System (XMS):

In my role, I leverage a combination of strategic vision, data-driven insights, and cross-functional collaboration to drive product excellence and operational efficiency. My ability to foster a strong product culture and implement effective toolkits has been instrumental in achieving significant improvements in revenue assurance and logistics.

Finance Manager

Intelipost

Responsible for building a financial self-service platform, encompassing back-office team management and solutions architecture. Acted as a key problem-solver during the pandemic crisis, implementing customer-centric strategies and tactics to ensure seamless service continuity.

Key Responsibilities and Achievements:

> Platform Development and Management: Led the development of a robust financial self-service platform, overseeing everything from team management to solutions architecture.
> Crisis Management: Played a critical role during the pandemic, implementing strategies and tactics to maintain service quality and adapt billing patterns to customer needs.
> Back-Office Team Leadership: Managed the back-office team, ensuring efficient treasury management and data analysis to support platform development.
> Solutions Architecture: Designed and implemented architecture solutions that facilitated the creation of MVPs and scalable features.

Main Deliveries:

- Backoffice 4.0 Prototype;
- Pandemic Crisis Management;

In my role, I combined strategic vision with hands-on leadership to develop a financial self-service platform that met the evolving needs of customers. My ability to navigate crisis situations and implement effective solutions architecture was key to maintaining service quality and driving platform success.

B.A. Inteligência

Product Owner responsible for the revenue assurance tribe, focused on iFood project with the challenge of creating "the KPI toolbox" in finance.
 
> Main deliveries
- Product Portfolio
Alongside building a MVP for the KPI toolbox, we've managed to deliver a complete product portfolio considering the long run for finance digital transformation with revenue assurance as basis.

Loggi

Responsible for building treasury operations through a data-driven, customer-centric approach and fostering a product culture across the entire backoffice. Developed and implemented a financial self-service platform and led the backoffice for the Loggi 4 Business solution.

Key Responsibilities and Achievements:

> Treasury Modernization: Transformed treasury operations to meet 21st-century standards, leveraging data analytics and a customer-centric approach.
> Product Culture Development: Established a product-focused culture within the backoffice, promoting innovation and efficiency.
> Platform Development: Led the creation of a financial self-service platform to enhance customer support and experience.
> Cross-Functional Collaboration: Worked closely with Customer Service (CS) and Customer Experience (CX) teams to integrate financial solutions that address customer needs.

Main Deliveries:

- Financial Self-Service Platform;
- Loggi 4 Business Backoffice (L4B);

In my role, I combined strategic vision with a hands-on approach to bring treasury operations into the 21st century. By fostering a product culture within the backoffice and developing innovative solutions, I significantly improved customer support and operational efficiency.

Lua.net

Challenged to thrive along a new business model, from operating and tax modelling to backoffice operation and architecture. Product discovery, backlog, roadmap and main milestones and KPIs.
 
> Main deliveries
- ERP TOTVS
From native features going live to a roadmap of developments.
- Social commerce business model
Financial, focused on tax, and operating model providing the social commerce experience a path for development.

Walmart.com - Brasil (Walmart eCommerce Brasil)

Responsible for the EC 87/2015 challenge and its impacts on pricing and supply chain management.
 
> Main deliveries
- MIB | Market Intelligence Board
A home made plataform providing pricing automation according to market patterns, sales policies and campaigns target margins.
- SIMS | Smart Inventory Management System
MIBs evoltuion, consuming allocation and freight data to better manage supply chain.

Tax Analyst

From prestigious law firms and corporate giants to innovative unicorns and agile early-stage startups. My journey spans across legal, finance, operations, and product management, showcasing a versatile and adaptive leadership style.

With over a decade of experience in strategic problem-solving, business development, and product innovation, I have successfully built and revitalized a variety of businesses in the dynamic landscapes of e-commerce and SaaS solutions. My expertise lies in aligning product strategy with business goals, driving cross-functional teams towards excellence, and delivering impactful results in highly competitive markets.

Key areas of expertise include:

- Strategic Product Management
- Business Development and Growth
- Cross-functional Leadership
- E-commerce and SaaS Solutions
- Market Analysis and User-Centric Design
- Agile Methodologies and Lean Startup Principles
- Stakeholder Management and Negotiation
- Risk Management and Compliance

Passionate about leveraging technology to drive business transformation and create products that resonate with users and stakeholders alike. My track record of leading high-performing teams and executing innovative strategies makes me a valuable asset for organizations looking to scale and achieve sustainable growth.

taplio

The Battle

Nikola Milekić

Renato Iñarra

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taplio

The Battle

Nikola Milekić

Renato Iñarra

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Nikola Milekić's LinkedIn Performance

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Performance ScoreNikola Milekić's LinkedIn Performance