İrem Okçu
Operations & Support
Istanbul
Summary
Hi, I’m a hands-on, people-first professional who genuinely enjoys solving problems, creating smooth user experiences, and making things easier for others. Whether I’m localizing content, guiding users through tech challenges, or planning campaigns, I bring a mix of creativity, empathy, and clarity to everything I do.
I love jumping into new tasks—especially when there’s no clear roadmap. I rely on data, user feedback, and collaboration to shape ideas into thoughtful, effective outcomes. I’ve worked across user operations, content editing, onboarding, and customer support—and I’m always looking for ways to improve what’s already working.
I’m known for my upbeat energy, adaptability, and being the go-to person when someone needs a fresh perspective or a quick fix. Helping someone have that “aha!” moment never gets old, and I’m excited to keep learning, building, and growing in every role I take on.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Website Content Manager
MOBINC
08.2024 - 05.2025
- Planned and executed promotional and customer retention campaigns across Mobinc’s casino brands, driving engagement and player activity
- Managed and updated promotional content across web platforms, ensuring timely and visually engaging rollouts
- Enabled new game launches and coordinated game certificate documentation to maintain compliance and readiness
- Created and localized brand content to support campaign messaging and platform updates
- Tracked and analyzed campaign performance data to inform future strategy and optimize results
- Acted as a key liaison with the Casino Manager, coordinating updates, reporting issues, and ensuring brand consistency
- Identified and resolved platform issues, escalating technical or content-related concerns to the appropriate teams for quick resolution
VIP Specialist & Event Coordinater
StarMaker
08.2024 - 01.2025
- Oversaw daily VIP operations, ensuring tasks were prioritized and completed smoothly to deliver top-tier service and support
- Leveraged user data to identify behavior patterns, optimize workflows, and elevate the overall VIP experience
- Collaborated with product and content teams to streamline processes, align priorities, and drive meaningful in-app improvements
- Played an active role in content curation—scouting and managing talented creators while ensuring their output consistently met platform standards
- Took initiative on special events and in-app projects, always looking for new ways to keep VIP users engaged and excited about the platform
- Maintained strong user awareness, balancing business targets with personalized, attentive service that built long-term loyalty
Regional Operations & Customer Support Executive
VNG Corp.
01.2022 - 07.2024
- Launched three new game titles in the Turkish market, sparking fresh excitement and growing an engaged local player base
- Localized and optimized Pişti and Batak for Turkish players, fine-tuning gameplay to match cultural preferences and habits
- Created lively Facebook content and hosted interactive online events, transforming the community into an active and welcoming space
- Analyzed in-app behavior to identify user favorites and collaborated on feature updates that boosted ongoing engagement
- Worked closely with developers to resolve technical issues quickly, ensuring a smooth and uninterrupted player experience
- Improved support processes to be faster and more user-friendly, reducing wait times and increasing overall satisfaction
Customer Support Specialist
Sociality.io
09.2021 - 01.2022
- Designed and launched a friendly, intuitive onboarding journey that reduced support requests and set users up for early success
- Built a clear, accessible FAQ and help center library, empowering users to find answers independently and easing pressure on the support team
- Listened closely to user feedback and support tickets to identify recurring issues, then collaborated on fixes that improved user experience
- Partnered with product and engineering teams to resolve platform friction points, creating smoother first-time interactions and increasing user satisfaction
- Delivered calm, empathetic support that built trust, strengthened retention, and helped users feel genuinely cared for
Jr. Key Account Specialist
Yemeksepeti.com
08.2020 - 09.2021
- Streamlined brand asset updates to ensure data accuracy and support smooth day-to-day operations
- Implemented an agile tracking system that helped identify quick wins and boost campaign effectiveness
- Collaborated across departments to shape impactful promotions that aligned with user needs and market trends
- Analyzed campaign and performance data to continuously refine strategies and strengthen brand visibility
- Built and nurtured strong relationships with internal and external stakeholders, aligning priorities and maintaining project momentum
- Integrated user feedback into ongoing initiatives, applying thoughtful adjustments that directly improved satisfaction
- Maintained organized, transparent records for compliance and reporting, supporting accountability at every stage
- Committed to building genuine partnerships and fostering collaboration that drives brand and team success
Jr. Menu & Content Editor
Yemeksepeti.com
11.2019 - 06.2020
- Revamped internal workflows and launched a streamlined CMS, making menu updates faster, easier, and more accurate
- Handled call-center queries efficiently, resolving data issues promptly and maintaining clean, reliable restaurant information
- Collaborated with local restaurant partners to create appealing, accurate menu content that enhanced customer experience
- Incorporated user feedback into content updates and partner strategies, increasing satisfaction and repeat engagement
- Maintained open, consistent communication across teams and with partners, ensuring strong collaboration and smooth operations
- Developed strong interpersonal skills through hands-on partner support, delivering a warm, helpful experience to both users and brands
Technical Specialist
Apple Store
11.2018 - 11.2019
- Resolved iOS and hardware issues for 400+ customers monthly, consistently maintaining top satisfaction and resolution scores
- Reduced average support times through efficient troubleshooting and process improvements, helping users get back to their devices quickly
- Collaborated with fellow specialists to share knowledge, refine workflows, and deliver consistent, high-quality support
- Identified and addressed recurring technical issues by tracking trends and implementing proactive solutions
- Delivered empathetic, user-friendly service by adapting communication to each customer’s needs and comfort level
- Co-authored internal best-practice documentation to improve training, consistency, and team performance across support shifts
Sales Specialist
Apple Store
11.2017 - 11.2018
- Delivered personalized demos and product recommendations that consistently led to increased customer satisfaction and sales
- Designed engaging, well-organized store displays and managed inventory to ensure a seamless in-store experience
- Led onboarding sessions and product workshops that helped new users feel confident and excited about the Apple ecosystem
- Developed strategic product placements that naturally increased visibility and positively influenced purchasing behavior
- Actively gathered and applied customer feedback to refine communication, improve service, and exceed satisfaction targets
- Fostered a collaborative and upbeat team culture by sharing best practices, boosting morale, and improving service flow
Tutor
Wall Street English Institute
03.2017 - 11.2017
Brand&Product Development Assistant
Lisans A.Ş
03.2016 - 03.2017
- Localized global design and brand guidelines with cultural sensitivity, ensuring each market felt accurately represented and understood
- Delivered high-impact translations that resonated deeply with local audiences, strengthening brand trust and connection
- Collaborated with design teams to refine product messaging, enhancing clarity and emotional appeal across diverse user groups
- Streamlined translation workflows to ensure fast, high-quality delivery across multiple teams and timelines
- Monitored local trends and user behavior to guide product adjustments that aligned with market needs
- Built continuous feedback loops with regional partners, helping refine offerings and drive long-term customer satisfaction
VIP User Operations Manager
KWAI Corp.
05.2025 - Current
- Led the full user journey with energy and intention—from onboarding to re-engagement—making every touchpoint smooth, meaningful, and user-first
- Built detailed VIP segments and user profiles to deliver personalized perks and experiences that truly connected with different user types
- Collaborated across product, support, and sales to launch standout services like early access, dedicated managers, and exclusive VIP events that added real value
- Designed and rolled out engaging campaigns and intimate gatherings that deepened user loyalty and gave our top-tier community something to talk about
- Monitored retention, engagement, and contribution metrics with sharp focus—turning insights into smarter strategies and higher impact
- Nurtured strong, genuine relationships with high-value users through ongoing communication, feedback loops, and hands-on support
- Onboarded and trained new team members, creating a positive, growth-focused environment where people felt supported and empowered to succeed
- Managed a talented operations team with positivity and ownership, encouraging adaptability, creative thinking, and a shared commitment to excellence
VIP User Operations Specialist
KWAI
01.2025 - 05.2025
- Oversaw daily VIP operations, ensuring tasks were prioritized and executed smoothly across the team to maintain high service standards
- Used data-driven insights to spot user trends, optimize workflows, and improve the overall VIP experience
- Worked cross-functionally with product, customer support, and content teams to streamline processes and enhance internal collaboration
- Played a key role in shaping and scaling operational systems to support a fast-growing VIP user base
- Took initiative on special projects and consistently looked for smarter, more efficient ways to get things done
- Maintained a high level of user sensitivity—balancing performance goals with a strong focus on personalized care and long-term satisfaction
Education
Bachelor of Science - American Literature And Culture
T.C Haliç University
Istanbul 04.2001 -
High School Diploma -
Hasan Sabriye Gümüş Anatolian Highschool
Istanbul 04.2001 -
High School Diploma -
GutsMuths-Gymnasium
Germany 04.2001 -
Skills
Localization
Additional Information
Pişti & Batak & Okey ZingPlay Mobile Game App, Pişti ZingPlay Facebook, I'm a wanderlust at heart, having explored most of South Asia and dreaming of a forever-coastal, remote-work life by the sea. When I'm not chasing sunsets, you'll find me in the water-swimming, surfing, windsurfing-total water-girl vibes as a Pisces. My two fur-baby bosses keep me on my toes with long walks, games of fetch, and all the cuddles. I'm also a devoted foodie, always hunting down new flavors and hidden street-food gems. And when it's time to recharge, I dive into books on brain rebooting, happiness, and mindfulness-because discovering more about myself is the sweetest adventure of all
Additional Information
PROJECTS
Pişti & Batak & Okey ZingPlay Mobile Game App
- Conducted in-depth research on Turkish games, identifying culturally resonant titles that informed publishing strategy
- Fostered smooth collaboration across departments by maintaining clear, open communication throughout development cycles
- Created and delivered reports that translated complex data into actionable insights and clear storytelling for stakeholders
- Led the development and launch of three traditional Turkish games, bringing authenticity and cultural nuance to each release
- Analyzed competitor games and trends, using findings to shape product direction and maintain a competitive edge
COMMUNITY MANAGEMENT
Pişti ZingPlay Facebook
- Led Facebook community management, fostering a positive, engaged space where followers felt like part of a real community
- Oversaw daily interactions and content moderation to maintain a fun, respectful, and on-brand environment
- Collaborated with the Vietnamese design team to create visually compelling content that blended global and local aesthetics
- Planned and curated monthly themed content calendars, consistently delivering fresh, engaging ideas that sparked conversation
- Acted as a key communication bridge for international game development teams, ensuring smooth coordination and timely execution
Timeline
VIP User Operations Manager
KWAI Corp.
05.2025 - Current
VIP User Operations Specialist
KWAI
01.2025 - 05.2025
Website Content Manager
MOBINC
08.2024 - 05.2025
VIP Specialist & Event Coordinater
StarMaker
08.2024 - 01.2025
Regional Operations & Customer Support Executive
VNG Corp.
01.2022 - 07.2024
Customer Support Specialist
Sociality.io
09.2021 - 01.2022
Jr. Key Account Specialist
Yemeksepeti.com
08.2020 - 09.2021
Jr. Menu & Content Editor
Yemeksepeti.com
11.2019 - 06.2020
Technical Specialist
Apple Store
11.2018 - 11.2019
Sales Specialist
Apple Store
11.2017 - 11.2018
Tutor
Wall Street English Institute
03.2017 - 11.2017
Brand&Product Development Assistant
Lisans A.Ş
03.2016 - 03.2017
Bachelor of Science - American Literature And Culture
T.C Haliç University
04.2001 -
High School Diploma -
Hasan Sabriye Gümüş Anatolian Highschool
04.2001 -
High School Diploma -
GutsMuths-Gymnasium
04.2001 -