lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Customer Support Team Lead
Category: Support
Experience: 11 years | English: fluent

Effective & effecient completion of tasks/goals.
Development of a good team with advanced skills.
Each company has achieved different results, but the common denominator has always been the same - the success. Fulfillment of the necessary, development of new directions, and maintenance of the existing. Everything you will need to do to achieve your goals and further development will be accomplished with the right resources.
Less words, more action, but... I'm a very generous person with words:)
I'm experienced manager passionate about building long-term Customer success and support, helping clients achieve their goals and increase value from partnership.
More than 10+ years of experience focused on increasing work productivity and customer relationship management quality. 
Creating the support departments from the scratch, hiring and adapting managers.
Maintaining a high level of user satisfaction. Fulfillment of assigned KPI’s and SLA’s with Business Departments.
Rich expertise in SLA, customer lifecycle, pre-sales/cross-selling and upselling + churn prevention.
Excellent organizational, analytical and influencing skills.
Advocate for customers.
Created an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Friendly atmosphere
English-speaking environment
I'm not saying without (is that possible btw?!), but less bureaucracy would be much appreciated.
Position: Customer Support Team Lead
Category: Support
Experience: 1.5 years | English: upper


managing a team of 20 people or more, monitoring compliance with KPIs, analyzing team effectiveness, hiring new employees to the team

Experienced team leader with a track record of successfully managing and leading
teams to achieve project goals. Possessing strong communication skills, attention to detail, and a commitment to continuous improvement.Skilled in project management, team building, and problem-solving. Looking for a challenging role as a team leader in a dynamic organization.
Position: Customer Support Team Lead
Category: Support
Experience: 10 years | English: fluent


One of my main tasks was to analyze the performance of customer support team activities, document resolutions, identify problem areas, setting up a chatbot, and help deliver solutions to enhance the quality of service. Working as a team lead, I was training the team, prioritizing support issues, analyzing the feature requests, and working close to Marketing and Development teams.
Position: Customer Support Team Lead
Category: Support
Experience: 9 years | English: fluent

I entered into my current position as the Senior Account manager 2 years ago with the aims to create the customer support department from a scratch, bring customer service to a new level, and build a team of account managers and freelancers. 

As some of my achievements, I would like to mention: the creation of a business operation procedure for the customer support department, so now all internal procedures are pretty clear and any new person in a company can start to perform their duty guided by this procedure; 

implementation of some of my innovations in terms of serving the customers, such as 3 steps-in-working with the client: 1) a welcome call with a personal account manager and client once the client is transferred to account manager where we double-check client's needs and expectations; 2) mid-term call - to check how all things are going, what needs to be improved, to receive the feedback from the client; 3) preparation of a final report once the term of service is over and all services are provided and checking the feedback and level of customer's satisfaction. This helps build much closer communication with the client and retain it. 

I also launched some absolutely new directions for a company, among them - a direct collaboration with media, thanks to that our customers receive more valuable service in the form of publications about them in media. Now our clients are featured in Forbes, Esquire, L'OFFICIEL, etc. And afterward, exactly this service brings us significant new sales and satisfied clients.

At the moment I have 5 account managers in my team (this is full-time remote workers) and around 15 freelancers (copywriters, designers, SMM managers, PR managers...) whom we brief on a project base. Most of them were trained and onboarded by myself. I want to admit that during my work no 1 account manager quit the job, which describes me partly as a good manager.
Proactive Customer Support Team Lead with nine years of international experience in client management, operations, PR&Marketing, with a proven record of effectively managing B2B brands. Strong communication and negotiation skills, customer-oriented. Independent enough to lead projects, while being a good team player. Understand client's objectives as well as lead and develop a team to execute successful campaigns that deliver the core messages. Communicable, positive, learning in a quickly changing environment.

Looking for remote work in client management, customer support, business development, PR&Marketing.
I would like to develop myself in the position of Customer Support Team Lead or Account Team Lead by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. I want to work for an international company that keens to deliver outstanding customer support and develop customer relationships.
Position: Customer Support Team Lead
Category: Support
Experience: 8 years | English: fluent

I previously worked as a Customer Support Team Lead. I have played an instrumental part in monitoring and improving team performance. My main responsibilities were:
-  lead the team of customer support specialists 
- monitor team performance and prepare feedback
- manage customer support knowledgebase
- onboard new agents
- alert product and engineering teams in case of urgent issues reported by customers
- investigate user issues and work closely with the Development team to resolve them
Senior Technical Support Engineer 
Nov 2020 - Present time

Customer Success Manager
Oct 2019- Oct 2020

Customer Support Team Lead 
Oct 2017 – Mar 2019, Kyiv

Support Shift Lead & Sales Manager
Jul 2016 – Mar 2017, Kyiv

Customer Support Representative
Sep 2014 – Jul 2016, Kyiv
I'm looking for a job in a product company with opportunities for professional growth, where I can apply my knowledge to help support team execute on improving customer experience and developing a product.
Position: Customer Support Team Lead
Category: Support
Experience: 5 years | English: fluent

1. Created a support team from scratch.
2. Created SOPs and workflows, contract and business documentation for a startup company.
3. Created a wiki for a company sales team.
Throughout my career, I have gained extensive experience leading teams of customer support professionals and ensuring exceptional customer service experiences. I created support teams from scratch including interviewing, test task checking, training, onboarding, coaching, and many more. I used data provided by a client to create bespoke reports, and trackers and automate the process of tracking.  I've worked with G-Suite, Slack, Zendesk, Confluence, ClickUp, Notion, monday.com, and Trello. 

For the last year I've been a Chief of Administration in a startup company with the following responsibilities (but not limited to):
* Managing and supervising the day-to-day operations of departments, such as Admin, Finance, and Customer Support;
* Hiring, and contracting;
* Financial reports for the CEO;
* Collaborating with other teams to implement policies and SOPs;
* Team evaluating performance;
* Overseeing financial transactions: collecting invoices, tracking the payments;
* Planning and managing the weekly sprints;
* Managing of G-Suite, all subscriptions of the company.
I would like to continue my career path as a Customer Support Team Lead and develop my skills to become a Project Coordinator and Operations Manager.
Position: Customer Support Team Lead
Category: Support
Experience: 5 years | English: fluent


Worked in big organizations as a customer support manager, senior customer support rep, and customer experience team lead.

-  Have experience in handling complex cases such as GDPR, legal matters, and escalated cases

- Managed and coached agents on performance and productivity 

- Built KPIs, MOSes, OKRs, and coached to reach them

- Built processes and workflows to improve efficiency
Position: Customer Support Team Lead
Category: Support
Experience: 2.5 years | English: upper


Worked in tech-fin company as customer support and after as customer support team lead.

Also, I've done some Junior Python tasks, like creating some bots, parsing, automatization, etc.

As customer support I've worked with Asana, Jira, Zendesk.
As lead I also wrote documentation in Confluence and of course team managment, team's KPI, etc
Position: Customer Support TeamLead
Category: Support
Experience: 9 years | English: fluent


AUTODOC AG for more then 8 years. Customer Support Team Lead. Experience with Jira, Notion, Zendesk,  WDE, AWS. High English, Russian, Romanian, French and intermediate Turkish level. zzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz
Position: Customer Support/Team Lead
Category: Support
Experience: 3 years | English: fluent

• I had an extremely high level of customer retention due to my efficiency, good mutual understanding with clients, and project management skills;
• I managed to convince customers and get confirmation from customers;
• I received consistent monthly bonuses for outstanding results;
• I always ensured timely completion of projects;
• I guarantee that all customer requirements and specifications are always followed.
• Answering incoming chats, tickets, and emails from English-speaking users;
• Assisting customers and resolving any issues related to the company's services;
• Made negotiations with potential customers to convince them to stay with our company;
• Able to work with Microsoft Office, Trello, Zendesk, CRM, Slack;
• Asking people from other departments for assistance if I realize ain't able to resolve the issue on my own;
I'm highly organized, love to help out where needed, and be creative. I enjoy being apart of a team that feels like family, and if it doesn't, I still have no issue bringing my kindness and vibrancy to the table.
Position: Customer Support/Team Lead
Category: Support
Experience: 5 years | English: fluent


WONA - Customer support and sales manager
05.2015 - 05.2017 
Signing contracts with individuals and companies, hot and 
cold calls, building a client base, working through CRM, 
conducting presentations, and supporting clients.

Viasat - Customer support and sales manager 
03.2019 - 04.2021
Assisting customers and responding to their inquiries through 
CRM, chats, and calls.

Lime - Customer support (USA, EU markets)
05.2021 - 03.2023
Supported and provided the best solutions for customers’
problems via calls, chat, and email.
Acted as the face of the company, was a trusted advisor to 
the client, and was the only point of contact for their 
escalation and issues.
Actively participated in the strategic and growth plans of our 
employees and clients.
Tracked compliance with SLAs and customer operations 
scorecards, and identified and predicted risks while ensuring 
correct, cost-effective, and timely delivery of services
Position: Customer support team lead / Account manager
Category: Support
Experience: 2 years | English: upper

Achievements:
-  Achieved consistent #1 or #2 rankings in monthly metrics, including number of resolved cases, and customer satisfaction rate.
- Achieved the role of Support Lead: led the team and was in charge of mentoring/coaching newcomers.
Work experience:
04/2021-12/2021: Customer support representative (iGaming)
01/2022-06/2022: Support team lead 
- resolving customer complaints via phone or e-mail;
- verifying account information
- cancelling or upgrading customer accounts;
- suggesting solutions when a product malfunctions;
- handling product recalls;
- persuading customers to reconsider cancellation;
- utilizing computer technology to handle high call volumes;
- resolving customer issues via e-mail;
- helping customers with technical issues such as not working website, not ability to change some technical features, changing rosters, departure times and schedules;
- testing issue that users used to have while opening cashier/3ds authentication page;
- helping users with issues like not working website, helping customers with step by step instructions how to set up the payment;
- be on short hand with developers;
- setting the accounts;
- Communicate effectively with users and address issues rapidly and fully, either on your own or by pulling in other relevant parties and seeing the problem through to its full resolution.
08/2022-04/2023: Account manager (iGaming)
- Providing proper support quality to all the clients using different communication channels;
- Working closely with customers as a first level of assistance to set up platform for them;
- Communicating directly with clients, answering all questions and support requests;
- Maintaining close relationship with existing clients, providing them with any support they need to help them reach their monetary goals;
- Supporting clients during technical maintenance and technical incidents. Including incidents on the third parties’ side
- Supervising clients' accounts;
- Responsibility for helping and answering clients queries via e-mail and live chat;
- Updating CRM with all relevant client details during the integration process, including update contact people details, and any other relevant information and with monthly updates;
- Assisting with high severity requests or issue escalations as needed
Looking for a stable on-site or remote job with the opportunity of career development.
Position: Customer Support Team Lead, Account Manager
Category: Support
Experience: 5 years | English: upper

Feedback on the customer service of my
team is not lower than 95% for 3 years
Answers within 2-3 minutes
HEAD OF CUSTOMER SUPPORT
• Organization of a 24/7 support service
• Optimization and prescription of business processes to achieve high
indicators
• Team management and coordination: recruitment, training,
development of employees
• Formation of KPI/OKR plans for the team
• Compilation of training materials for employees and bases for clients
(guides)
• Reports to the management team
• Implementation of omnichannel support via messengers
• Management of VIP clients (partners)
Position: Customer Support Team Lead / Account / Success / Operations manager
Category: Support
Experience: 6 years | English: fluent

Building a support department from scratch.
Creation and improvement of a CRM system.
Outstanding written and verbal communication, strong analytical skills, genuine interest in customer experience, result-Oriented, initiative.

Experience:
- Stuff hiring, onboarding and training.
- Leading teams of up to 20 people, also remote ones.
- Organization and management of support and moderation team.
- Development and implementation of KPI.
- Scheduling team work to provide service 24/7. 
- Control of quality. 
- Order management, negotiating on price and payment issues, dealing with refund investigation requests. 
- Solving user requests. 
- Strategically lead and develop the CS team. 
- Oversee customer support processes and organize them to enhance customer satisfaction. 
- Scripting for effective communication with users. 
- Working on knowledge base.
- Creating content for the site.
- Compilation of reports.

Experienced in Microsoft Office, Zendesk, Freshdesk, Jira, Confluence, Tableau, Trello, Amplitude etc.
I would love to work on a quality product and be a part of outstanding friendly team to reach goals together.
Position: customer support team lead, after-hours dispatch
Category: Support
Experience: 2.5 years | English: fluent


- Data entry (experience with CRMs)
- Phone/emails/chats communication with English native speakers
- Trained & led a team of 4 members (day/night shifts)
- Remote technical support via Teamviewer

- After-hours dispatching on weekends (up to 10 trucks per shift)
- Good knowledge & experience in popular dispatcher boards (DAT, Echo, CH Robinson, Schneider, RTS Pro, etc.)

Looking for a job where I can apply my writing/speaking English skills, able to quickly learn & dive into something new
Position: Customer Support Team lead / Customer Success Specialist
Category: Support
Experience: 3 years | English: fluent

After 1 year of working as a customer support representative, I grew up as a customer support specialist and team leader. I have trained 15+ newcomers and helped them successfully join the company. In addition, I was organizing team-building events, and distributed work among employees during holidays and cases of emergency absence.
When I joined my previous company in the US pharmacy market, the customer support department was just founded and included 3 people. As a result of hard work and excellent results, it was decided to expand our department. We had no training plan, so I was entrusted to create it which led me to be promoted to team leader. Over the past three years, our team has grown up to 20 people. 

As a customer support specialist (US market) I had such responsibilities: 
- providing consultation via phone and email 
- entering data into CRM systems Prime RX and Dexcom tracker 
- creating documentation request 
- following up on documentation request status 
- checking accuracy of completed requests 
- daily reporting 
After promotion to customer support team leader some additional responsibilities were: 
- training newcomers 
- supporting newcomers during the test period 
- organizing team building events 
- resolving untypical customer issues 
- creating least of holidays for stuff
- implementing ideas on how to speed up and simplify workflow
- Not ready for the night shifts
- Remote only
Position: Customer Support Team Lead, Customer Support
Category: Support
Experience: 4 years | English: intermediate


• ENG/RUS/UKR Team Lead Customer Support SupperBoss (gaming project)
I worked in this position for 1 year.
— Selection of new candidates for the position of a support service and their interview;
— Creation and implementation of new quality indicators for the department;
— Created rules for working with VIP clients (SOPs);
— Checking and evaluating agents KPIs (CPH, QA);
— Monitoring FRT, TTR, FCR, CSAT;
— Conducting weekly online meetings with the support department;
— Close collaboration with other departments to improve the quality of service.

• RUS/ENG Speaking Customer Service Representative | iHerb.com
I worked in this company for 8 months
— Work in chat and e-mail with the client on all questions and tasks;
— Identification of technical problems and their transfer to other departments;
— Issue refunds and expose fraud.

• Customer Support Team Lead | EXMO
I worked in this company for 10 months
— Strong ability to communicate effectively with customers and team members.
— Participated in the improvement of the team's work between IT and Customer Service Departments.
— Looked after the internal organization of a team of 10 members.
— Trained customer service agents. Improved average QA to 98% according to team goals.



• Call centre Team Lead | FS UKRAINE and FS ESTONIA
I worked in this company for 1,5 year
— System development of customer service 5 people
— Work with algorithms, rules, scripts.
— Analysis and improvement of team work; analysis of errors, returns - correction of problem areas.
— Training, motivation, control... management of the work schedule in the department.
— Monitoring indicators, working on improving these indicators (listening to calls, reviewing agreements, etc.). Selection and adaptation of new personnel.
— Solving personally difficult situations and conflicts with clients.
— Conducting reporting and analytics regarding the work of the department for further optimization proposals
— Increasing the profitability of the department by 35%
Position: Customer Support Team Lead/Customer Support Representative
Category: Support
Experience: 5 years | English: upper

Best Team Lead of the Department
I was nominated for the best team lead as, under my mentorship, my team managed to improve their involvement and effectiveness, which increased their KPI.
5 years of experience in the customer service field. 2+ years experience in team management. Participated in creating Customer Support Dpt from scratch. Successfully created knowedge bases, scripts and scenarios. Onboarded new members of the department. My goal is to assist and support the team members in creating a perfect product-journey for the customer and ensuring a high satisfaction ratio.

Key responsibilities:

- Participating in KPI system development of Customer Support department
- Monitoring performance (quality assurance) of team members. Mentoring, coaching and helping them develop further
- New employees onboarding
- Cooperating with IT department by offering solutions for UX improvement of the product
- Providing customers with up-to-date information about the product
- Responding to questions and queries
- Assisting with order placement
- Resolving complaints and finding the best solution to satisfy both sides by determining problem causes
- Processing refunds

Additionally, I have slightly less than a year experience in SEO Content Marketing. 

Key responsibilities:

- Semantics assembling/reassembling
- Keywords and competitors analysis
- Suggesting ways to improve the company's SEO strategy
- SEO-optimized content writing
Position: Customer Support Team Lead/Customer Support Shift Lead/Support Operations
Category: Support
Experience: 9 years | English: fluent


I am a professional with 9 years of experience in the Customer Support area. I started as a Support chat agent and grew to a Support team lead. I had a team of 3 to 6 people, was responsible for resolving escalated customers’ issues, working with the team (leading, coaching, and growing them as specialists), monitoring load on shifts, monitoring QA of my staff, writing technical manuals for the support team and external KB. Currently, I am working as a Support Operations manager Assistant in a hosting company. I worked a lot with hiring, managing support projects like:

the development of the training program
transition to a new training LMS
the development of the statistics tool
the development of the attendance tracker

I also worked a lot on

building new processes and workflows
developing KPI metrics and productivity requirements for support stuff
preparing performance reports by collecting and analyzing data from the customer service software
analyzing support workflows and made suggestions to improve efficiency and effectiveness
overseeing the admin tasks done by the support leads. 

I have also worked as a project manager in a mobile development company for 9 months. I worked on several projects simultaneously (I ran 3 projects, I did not encounter more when I worked in this company). All of the projects were successfully released. Сurrently I don’t occupy the project manager’s position but I worked a lot with managing support projects. This implied development of the statement, drafting user flow, writing requirements, creating stories, overseeing the implementation, and QAing the results.
My dream job involves everything that I love: support, helping people, developing a team, and organizing things/processes :) I am really good at organizing things, people and processes, it comes naturally to me from technical projects to season corporate events for the whole office. I am looking for a place where I can bring value and feel content from what I am doing.