My Career Journey: Nick Riabchenko, Chief Integration Officer

Introduction

Nick, can you share details about your current role and responsibilities?

Absolutely! As an Integrations representative, I focus on ensuring a smooth transition for clients after they are signed. This includes everything from gathering and training the team to developing project documentation, to setting up platforms and CRMs — it’s all about making sure the journey is seamless. 

And as Chief Integration Officer, I lead the department, ensuring the team performs well and meets clients’ and SupportYourApp’s expectations; plan strategies; and cooperate with other departments to meet company’s goals.

Why Integrations? What do you enjoy most about working in this role?

Integrations at SupportYourApp is a truly unique role, one you don’t often see in other companies or industries. It’s tailored specifically to our customer support outsourcing model, which makes it both exciting and challenging. 

What I enjoy most is that each client brings new challenges and requires fresh approaches, creative solutions, and exploring different technologies. It’s also fascinating to get a behind-the-scenes look at how other companies operate, which keeps things interesting.

Let’s Reflect

So you’ve been with the company for 11 years, that’s a long run. Can you share your story of how it all started?

It all began many years ago when I was traveling to the US through the Work & Travel program. That’s where I met Josh. We became friends, and eventually, he recommended me to Daria for a Customer Support role. Back then, there were only five of us on the team, exactly enough to cover the 24/7 schedule. 

And how did you start your journey in Integration?

Once we started signing new clients, there was a need for someone to handle their integration. Daria introduced me to clients, asked me to manage their requests, stay in touch, develop documentation, and most importantly, integrate their phone lines and mailboxes into QCRM. Over time, as new responsibilities and tasks came up, the role expanded, and so did the Integration team.

And what made you stay so long in the company?

First, it’s the vibe. In the beginning, it was that startup energy — everyone was flexible and ready to make waves. This was my first full-time office job with colleagues, so I was simply enjoying my time with the company. And second, it’s the people. I love working with my team and other departments; there’s no toxic competition, just positive communication and collaboration.

Mastering Integrations: Career Insights

How did you, as a Customer Support Consultant, learn the field of Integrations?

When I started in Integrations many years ago, I quickly realized there were no courses or resources available due to the specific nature of the role at SupportYourApp. So, I dived into Project Management and technology aspects of CRMs. A lot of insights came from direct conversations with clients, learning from their practices and requests. So, I can definitely say my learning path was more ad-hoc and hands-on rather than academic. 

This is inspiring! What skills do you consider essential for an Integrations representative to succeed?

The Integrations Specialist role is multifaceted, requiring communication and collaboration with clients, team candidates, consultants, and other departments, alongside setting up systems, integrating platforms, and organizing workflows. It presupposes having strong communication skills, fluent English, multitasking, technical problem-solving, and analytical abilities. 

My team also needs to be adaptable, able to work with clients who have varying demands, and maintain a positive mindset. Attention to detail is vital as well, since even small mistakes in CRM settings can lead to issues like customers never receiving replies. 

As a CIO, do you still perform integration tasks? If so, why?

At SupportYourApp, many department heads are involved in regular tasks to stay in the loop and have better visibility on the process. By doing the same tasks, I can understand my team’s challenges and work to optimize workflows. This also helps me set realistic expectations and demand achievable results. Additionally, since our department doesn’t always have a stable flow, I step in to offload my team, ensuring everyone has an equal amount of work. 

Case Studies in Action

Can you share a case that highlights an unexpected task in Integration?

We often develop new processes based on client needs and take the lead in establishing them. For example, a client once requested that our consultants use corporate laptops to meet high security standards. Since we didn’t have such a process, we stepped in and developed one from scratch, expanding our device management expertise.

Can you share a memorable or fun case that stands out in your journey? 

One memorable case was with a client whose product was a software connected to whiskey production machines. They wanted our consultant to understand the process, so we arranged a tour to a local beer production facility to learn about chemical processes, beer types, and machinery. Both the consultant and I enjoyed the experience, and it highlighted our willingness to go the extra mile to meet the client’s expectations.

Outside the Office

Now, let’s move on to the personal questions. If you weren’t in this profession, what career would you have pursued and why?

It would definitely be in the IT industry, probably project management or product launches. I find it inspiring to watch new products or brands come to life and succeed. Plus, my experience across many systems and frameworks would allow me to wear multiple hats, which is becoming a new normal in the industry.

What hobbies do you have outside of work?

Travelling is my true passion. I love exploring new places on foot, experiencing local culture, and soaking in the vibe of cities. A while ago, I was into street photography as well. Lately, I’ve been enjoying playing old-school video games about Mario and Sonic the Hedgehog. My son is finally at the age when he can join me, so we now play together. I also have a special place in my heart for hip-hop music, I’ve been listening to Kendrick Lamar’s new album non-stop for the past couple of days.

And our last, and probably most fun, question: can you share an interesting fact about yourself that most people don’t know?

I’m really good at VR rhythm games, especially Beat Saber, where I can easily complete most tracks at an Expert level. This has proven to be an excellent way to enjoy a quick break from work and get some quick movements in to keep brain power at an optimal level.

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