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.

SaaSsy | EdTech Marketing Agency

Founder

Diligent

◾ Advised and monitored demand generation teams on the optimisation of campaigns and channels.
◾ Unified multiple channels (e.g. Google, Linkedin, Salesforce)  into a single source of truth.
◾ Devised and implemented a Digital Analytics Strategy providing trustworthy data back to teams.

Digital Marketing Analytics Manager

Akari Software

◾ Lead the management team through the process of brand development, from Vision to Value Proposition and Personas, resulting in a persona-based website, supporting narrow-target campaigns.
◾ Creation of downloadable resources, supporting the long-term sales process though nurturing prospects and leads through follow-up outbound campaigns and email automation.
◾ Intent-based Organic & Paid Campaigns targeting prospects’ roles and pain points on Social and Search.

Digital Marketer

Alison - Free Online Learning

Alison.com is a global e-learning platform with over 2000 free online courses and 17M users. Its goal is to bring free education to the world, preparing students for job positions and career changes.

At Alison, I built a team to, both, improve the old channels of traffic and to create new sources of user acquisition.

I devised an omnichannel strategy that stablishes relevance of interest and personalisation in the communication with audiences.

◾ Email marketing is key to uncovering interest from past signed-up users and include them in marketing automations.
◾ Lead by Email, these automations address users in their specific interest and help them move further in the courses, towards completion and certification.
◾ Automated Push notifications, both on desktop and mobile, assist email with the same goals.
◾ Automated SMS and Chatbots are activated when users complete courses, creating new channels of communication with Customer Support that increase certification rates.
◾ Paid Campaigns (PPC) use intent and interest-based strategies throughout search, video, social media and display sources, and more  than doubled the traffic on the platform with positive ROI.
◾ Organic Search traffic improved 15% (pre-Covid) and stabilised in 36% higher than pre-covid, while competitors still drop. A combination of improvements in contextual relevance and high-level technical SEO increased the number of ranking keywords in 46%.
◾ Organic Social Media takes advantage of algorithms with cycles of posting for Engagement, Click to Website and Follower Increase, getting posts had 5x more shares and 3x more reactions.
◾ Affiliate campaigns were created with an outreach agency that brings in key partners, proving the traffic to be twice as profitable as regular referrals. An internal direct campaign is also being put in place.
◾ Other programs being developed: Mobile App and Direct Monetisation.

Digital Marketing Manager

Aró Digital Strategy

Aró Digital Strategy is a digital marketing company dedicated to luxury hotels and luxury brands.
Aró’s main services are Online Booking Engine, Hotel Websites and Digital Marketing.

In Aró, my objective is to drive growth through digital marketing and conversion optimization. And a team of 6 high-skilled executives and 3 account managers back me up towards it.

I act basically:
1. Being a change catalyst
2. Spreading science across all teams, so
     - Digital marketing team can drive more qualified traffic
     - Design team can build data-backed websites
     - Booking engine team can improve drop-off points
     - Account managers can act proactively on clients
     - Sales team can approach prospects with data-backed growth expectation

To reach the growth we desire, I’ve organized my management into 6 areas to:

◾ Understand the Hospitality Industry
     - Creating a single point of information with all clients data
     - Asking “what if…”, digging assumptions and retrieving knowledge
◾ Increase Traffic on Hotel Websites
     - Optimizing traffic from ongoing channels
     - Uncovering new traffic options
◾ Increase Traffic on Booking Engines
     - Leveraging paths to conversion that already work
     - Testing and applying elements to drive traffic to booking engine
     - Driving traffic from 3rd party channels
◾ Increase Booking Engine Conversion
     - Using pricing strategy
     - Understanding visitors difficulties
     - Optimizing drop-off steps
◾ Leverage Additional Revenue
     - Connecting personalisation and ancillary offers
     - Helping defining new products in the company
◾ Onboard New Clients
     - Creating new approaches for existing products/services
     - Supporting the company's marketing
     - Training and transferring knowledge to salespeople

✅ In 2016 I wrote for Fáilte Ireland - the Irish Tourism Development Authority, about the practical approach towards CPA (Cost per Acquisition) for hotels.

Made2Web - Agência Marketing Digital

Digital Marketing Specialist

Dataminer DBM

I’ve led a team of 3 other database programmers analyzing clients requests and planning jobs. I also was directly responsible for big clients jobs such as Saraiva (e-commerce), Natura (aesthetics) and Dell USA (computers). Also banks, big retailers and multinationals
Remodeling and correction of big databases, based on interviews with clients and best practices focusing on the client business.
Delegation and/or execution of jobs for knowledge extraction over hundreds of millions registers, as well as transformation and load of registers.
9 months working remotely from Lisbon, Portugal.

Database Marketing Manager

ShopNETWORKS

Technical and Marketing planning, team, sales and product management for 4 online stores of nationwide reach.
Planning, execution and analysis of online and offline marketing campaigns. Different strategies used for B2B, B2C and B2G.
Definition and tracking of mectrics and BI reports over all data collected from every access on the stores: Daily, weekly and monthly sales performance, conversion rates, demographics, segmentation, customer acquisition, among several others.
Dealt with several international manufacturers and distributors.
In 2008, through information reorganization, competition evaluation, product innovation and focus on specific niches, we grew 150% in profit and 114% in revenue.
Always growing above the market average, 2010 saw a 66% growth.
Left the company after 3 years with a nice number of 583% growth in revenue and Doubled profit.

taplio

The Battle

Nikola Milekić

Rod Vronscki

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taplio

The Battle

Nikola Milekić

Rod Vronscki

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