lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Head of support
Category: Support
Experience: 4 years | English: fluent

- Reorganized the support department at Weblium, reducing the avg. first reply time from 9min to 2min;
- Implemented KPIs for the support team at Weblium: CSAT, First Reply Time, Reopen Rate, Quality Control (%);
- Created sales System from scratch in Hubspot CRM as part of my position at 3HLinen, improved sales by 20% in the first two months.
I started working in customer support in an essay-writing service back in 2017. Having worked there for a few years, I switched to another project for a BPO company. I managed one of the support teams for the international marketplace and acted as an intermediary for our company and the Lithuanian client. 

My current position is the Head of Communications and Sales at 3HLinen. I manage the sales and support team of a luxury linen textiles store, working with customers worldwide. 

Before my current job, I worked as Head of Support at Weblium - a SaaS website builder. I took over the support team and reorganized its structure, expanded the team, and improved internal processes. Among other things I worked on were 
 - creating content, copywriting UI texts, and product updates in Figma;
 -creating and setting up KPI dashboards for the support team;
 - developing and optimizing processes, chat scripts, and sales funnels;
 - hiring new support agents;
 - developing and implementing onboarding, and training newly-recruited staff.
My vision is to develop professionally in an exciting new project where I can bring my expertise in customer support, improving customer value. I want to build my skills in data-driven decision-making, analytics, process automatization, and people management.
Position: Head of support
Category: Support
Experience: 0 years | English: fluent

Apple Certified Support Professional 
Advanced knowledge in Sales Force,CRM,Jira,Confluence
Lead of the Support Team (Calls,Chats,E-mails - 24 Agents)
 - Department communication and teamwork setup
- Hiring, training, and terminating Customer service agents;
- Creating plan of development for the department; 
- Statistical analysis (KPI reports);
- Salesforce and Zendesk report creation and analysis;
- Participating in product research;
- Creating and updating knowledge base (Confluence);
- Implementation of quality assurance methodology and bonus system;
- Planning, organizing, coordinating, assigning, and evaluates the activities of the Support staff; 
- New features and improvements research and implementation.
 - Developing workflow funnels, regulation documents, workscripts
 - Monitoring and analyzing operational performance of the Department
Position: Head of support
Category: Support
Experience: 3 years | English: upper


Over the course of the past two years, I have been employed as a team leader in support and compliance at a crypto-exchange company. Additionally, I have been concurrently working for a service that facilitates the purchase of various software products, such as antiviruses and cleaners. My role involves extensive knowledge and expertise in the field of AI, including embedding AI into operational processes.

Furthermore, I have been responsible for handling chargeback disputes and possess formidable skills in effectively communicating and collaborating with clients.
Position: Head of Support
Category: Support
Experience: 6 years | English: upper


•Building the B2B/B2C Support team in an 24/7/365 environment supporting clients around the globe
•Recruiting and training support team
•Implementing modern support tools to provide proper support quality to all the clients using different communication channels
•Prepared training materials, conversation scripts, knowledge-base, documentation to meet team and clients' needs
•Implementing a process for performance management and continuous improvement against established key performance indicators
Position: Head of Support
Category: Support
Experience: 7 years | English: upper

1) Managing a team of 25 members achieving high performance rates (98% CSAT); 
2) Achieved successful market entry into Asia and South America;
3) Established L1/L2 Support processes for new markets;
4) Expanding Zendesk functionality by configuring integrations with other solutions: Chargebee, Pipedrive, etc;
5) Successfully integrated chatbots such as Telegram and Discord, and configured automation through triggers;
6) Implemented customers feedback system with high response rates.
Currently, I manage a team of 25 members, working across multiple markets and languages. The team consists of several levels of support, including L1/L2.
We've established effective collaboration with the DevOps team and developers to ensure swift response to incidents. Also, we are constantly in touch with the Product team to address specific customers'  requests in the most efficient way.

I have experience in:
- Organizing trainings and education for the team;
- Preparing the team for the launch of new modules and functionality;
- Mentoring  team members for professional growth and best results.

I am driven by the desire and inspiration to further evolve as a Manager and to establish high-quality processes for teams collaboration in order to swiftly and efficiently address all clients’ issues and requests as well as gathering customer feedback on service functionality.
Position: Head of Support
Category: Support
Experience: 4 years | English: fluent

Recently working for a start-up, which involved many areas not only Support, my biggest pride was to build a full team, procedures, documentation, processes, etc.
Currently working in a Product company, as Head of support, (for the past 2 years). I have many years of experience in customer relations management (managing teams up to 20 people), for Tier1, Europe, Latam markets. I have experience with building teams from scratch, creating support standards, manuals, ticket system integration etc.
I also have experience with process improvement, including design & implementation of CRMs , payment integrations and other client related processes.
I collaborate actively in product management processes, identifying user needs (internal client, end users), building logics & processes from scratch.
Communication and management are also my strong skills, I have been instructing teams as well as coaching individually, also teaching clients via webinars, conferences and similar.
Worked with: 
Jira/Trello/Google docs/Confluence/Zendesk/Freshdesk/Husbpot/amocrm / others.
I'm looking for a bigger challenge within support area, I'm trying to get to the maximum level of expertise within support areas, even when 90% of my experience for the past 7 years has been always team management, but I see this as an possible option to dig into Product management.  

I like working with pro-active teams, I'm a fast moving professional that is constantly pushing for faster and better delivery, the main factor that satisfies me at work is the delivery quality, and by effect, the lack of it is what demotivates me. 
What I look for? first of all an interesting product, and secondly a well organized or proactive team.
Position: Head of Support
Category: Support
Experience: 5 years | English: fluent


Extensive experience in managing support, compliance, risk management for projects in eCommerce, social media, FinTech, online gaming.
Training, handling and supervising remote teams as well as local personnel. Experienced in implementing KPI's.
Mentored and guided employees to foster proper completion of assigned duties.
Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
Developing support documentation from scratch: scripts, guides, processes, service standards, onboarding and development plans.
Quality assurance, bug reporting and team performance tracking.
Please do not offer evening/night-time shifts or junior positions.
Position: Head of Support
Category: Support
Experience: 7 years | English: upper


Head of Support at Trible (Skelar), Kyiv

Built a support team
Set up a team structure for 24/7 support.
People and Process management
Developed a Support strategy plan
Created a KPI system
Implemented quality control processes.
Handled the hiring process at all stages: creating vacancies, screening candidates, conducting interviews, assigning test tasks, and performing bar-raising.
Integrated proactive support.
Automated and optimized processes.
Collaborated on business goals with the marketing and product teams.
Covered Billing management

Support Team Lead at Genesis (Quarks), Kyiv

Supervised 15 full-time employees, offering mentorship and feedback.
Accountable for achieving team targets.
Managed workflows with remote teams.
Suggested and executed ideas aimed at enhancing product monetization.
Conducted and evaluated product and payment tests.
Collaborated with technical and product teams to enhance key performance indicators.
Organized and oversaw the operations of the billing department.
Analyzed the market and competitors.
Implemented technical solutions to optimize and automate processes.
Developed team members to enhance their efficiency.
Promoted the company through appearances on external platforms.
Engaged in communication with partners.

Support Manager/Operations Manager at Dialoq/Yesim, Kyiv

Managed the customer support domain.
Resolved technical issues promptly.
Implemented effective solutions to enhance user experience.
Conducted competitor and market analysis.
Generated innovative ideas for technical product enhancements.
Engaged in partner communication and contractor search activities.
Ensured quality control standards.
Analyzed product metrics comprehensively.

Technical Support Manager at BSG, Kyiv

Resolved technical issues for users.
Managed traffic and routing controls.
Maintained communication with suppliers and partners.
Monitored and alerted for global issues.
Generated comprehensive reports.
Analyzed technical metrics thoroughly.
Hi! My name is Andrew, I'm 27. I've been working in customer support for almost 7 years now and have been able to achieve good results in it.   

Right now, I'm on the hunt for exciting challenges that not only help me grow as a specialist but also help your company smash its targets. Let's team up and make great things happen!
Position: Head of Support
Category: Support
Experience: 6 years | English: upper

- Have experience as a customer support representative on all levels, including tech/API support
- Managed the Support Team and delivered the best results
- Increased number of the product’s positive reviews on TrustPilot
- Trained new agents
- Built a new team as well as 2 new products as Product Manager
Highly work motivated person who has:
- more than 5 years of experience as a customer support representative on all levels, including tech/API support. 
- as well as 3 years experience in Product and Project Management. Built a successful team that worked with startups and young products.
Interested in working with great products with open-minded and motivated teams.

Not ready to work night shifts on the regular basis.
Position: Head of Support
Category: Support
Experience: 4 years | English: fluent

With a strong background in NGO government and extensive experience in leadership roles, I have successfully led and managed teams, optimized processes, and achieved organizational goals. As a Support Team Lead, I effectively led a team of up to 40 individuals, providing exceptional support services to clients and stakeholders. Collaborating with cross-functional teams, I resolved complex issues and ensured seamless coordination between departments. Through process optimization and performance analysis, I improved team efficiency and effectiveness.
I am currently working in LGBTQIA+ dating app on a position of Customer Support Team Lead. I have experience in the following tasks:
- Managing a team of 25 individuals;
- Optimizing processes within the team and analyzing the team`s performance;
- Recruiting new team members;
- Collaborating with cross-functional teams to resolve complex issues;
- Preparing the tasks for the development team to adjust the support tools to the product changes.

In over 3 years I hired over 50 people, built teams from the scratch, developed guides, communicated with developers, QAs, products and legal team to make sure the support team was helping the product to grow.
Position: Head of Support
Category: Support
Experience: 9 years | English: fluent


I built and managed Support teams for Joomag.com (web application - digital content builder), Krisp.ai (Win&Mac OS apps - AI-based noise cancellation) and Softr.io (web app - no-code web app building platform).

My Softr team was awarded with Best Support 2023 badge on G2.
Position: Head of Support
Category: Support
Experience: 11 years | English: upper

• Improved service levels through organization and expansion of the support team
• Developing and maintaining a high level of satisfaction with resolving incidents (CSAT)
• Delivering value to customers in the form of sub-contracted Tier 2 support
• Delivered 100% satisfaction by online/offline users by implementing and managing the support team
I have been working as a team leader for more than 5 years and have a proven track record in creating and operating of support departments. 

Here are the freshest examples of my key responsibilities:

• Structural reorganization of the support departments from 2 managers to full staffing by 13 team members
• Organization of 24/7 technical support (Level 2)
• Creation and control SLA for in-house customers
• Designing KPI system, including performance bonuses
• Incident and problem management - ITSM practitioner (ITIL foundation certification)
I am looking for a company where I'll be able to use my experience,  and face new challenging tasks.
Position: Head of Support
Category: Support
Experience: 11 years | English: upper

PayOp(payment system) - Creating and organizing support work(customer care & tech support); creating a testing process and errors documenting, transferring results to dev team.

FONDY(payment provider) - Building from scratch a department of Account managers, support, verification managing work of 25 people, successful mentorship of department heads

Contact Center «Pronto-Group» - successful launch of projects with participation of more than 120 operators

PJSC VTB Bank - was selected to the regional launch team for the implementation of changes in the Kirovograd region, the changes were successfully implemented at all branches of the Kirovograd region; organized a new direct sales department, which in the first year entered the TOP 3 departments of Ukraine

JSCIB "UkrSibbank"- TOP 100 employees; one of the key employees in the implementation of the SAP for Banking system
I have more than 10 years of experience in management positions. I started as a branch manager at the bank then CCO of a contact center and for the last 5 years I have been involved in building and organizing onboarding and customer support teams in the IT industry. Providing services to our clients we use various channels such as telephony, email, messengers and online chats. We work with systems such as Binotel, Zendesk, Jira, Bitrix, Metabase, Terrasoft and others. The biggest support team that I created (Fondy a payment provider) consisted of 25 people including technical support (tier 1&2), verification and account management departments. The customer satisfaction rate never fell below 90% while the maximum rate was 98%.

When I forming a team first of all I pay attention to personal qualities and then to skills. Every time my team-building skills allow me to assemble an excellent team which serves as the foundation for providing excellent service in the company.

When creating onboarding and staff training processes I prefer self-learning and mentorship in a ratio of 80/20.  As part of the training process during the probationary period, testing helps to identify employees who are not good for us.

KPIs are an essential part of employee's motivation. We always evaluate the quality of the service provided using a scale consisting of 4-5 points. Response speed (SLA) and customer satisfaction (NPS) are also important and have their own weight in the employees assessment and bonus system.
Position: Head of Support
Category: Support
Experience: 8 years | English: fluent


I have worked as a Senior Support Manager since February 2022 at my current company (US market). Responsibilities - managing the team of Customer Support representatives, creating KPIs and metrics, ensuring that the team meets them, working with other teams on workflows, and implementing them in supporting Mission Control and Hospitals. 
Previously I worked as a Project Coordinator at an outsourcing company, managing teams of digital marketing specialists, back office specialists, and customer support representatives. My primary responsibilities were leading the teams toward meeting the clients' needs and addressing the team's needs to the clients.
Position: Head of Support
Category: Support
Experience: 11 years | English: fluent

Coordinate and launch new procedures for product companies. 
Redesign of product development direction in order to improve the revenue of the company. 
Develop and implement product retention strategy from scratch for product companies to improve total yearly savings (as a result over $1M/yearly)
Managing team of 30+ members and coordinating all aspects of their work with management located in different countries.
Launching support departments for different products and models from scratch. Implementing KPI and OKR system into support processes. Monetizing support departments (implementation of premium support and retention procedures).
Personal and career growth, funny colleagues, complicated and interesting projects
Position: Head of Support
Category: Support
Experience: 0.5 years | English: pre


Operating systems: MS Windows 7/10
Experience in administering operating systems MS Windows 7/10
Software Applications: MS Office 2013, MS Office 2016, etc.
Equipment: Knowledge of the internal structure of the PC, performing diagnostics of work-related problems, working skills and adjusting over-the-air equipment and multifunction devices.
Development of regulations, instructions, standards and application forms in the field of IT.
Knowledge of ITIL basics.
Experience and administration of ManageEngine Service Desk Plus
Experience with Jira SD
Understanding the basics of network protocols TCP / IP, DNS, DHCP.
Basics of working with Active Directory, SCCM
An example of building a LAN.
- Friendly colleagues;
- Interesting projects;
- Opportunity for career growth;
- Ability to work at home or from other city for a short period of time in case of travelling;
Position: Head of Support
Category: Project Manager
Experience: 11 years | English: fluent

• Building trust between customer and offshore teams being top priority, which leaded to long term fruitful partnership.
• Set up best practices in service delivery and support for multiple projects in different areas. 
• Negotiating and leading upsale opportunities 
• Addressing all kind of feedbacks, escalation and driving service level to meet the expectations.
Over 10 years in IT support and service delivery area. Great experience managing customer projects and in-house product development in multiple areas: DevOps, IOT, Database Management, BI and reporting, O365 services. Building trust between customer and offshore teams being top priority, which leaded to long term fruitful partnership  
Managing up to 5 project teams in different tech areas (Fintech, DB support services, Infrastructure management and DevOps, retail, enterprise reporting etc). Being responsible for 24/7 service processes set up and improvement.
Technical background in databases, networks, linux areas.

• Project management (Scrum, Kanban)
• Process set up and improvement according to the highest industry standards;
• Team management, review candidates handling 1-1s, team management, performance reviews;
• Customer communication / Problem management;
• Scope, schedule and budget control;
• Risk and service delivery management;
• Trainings and demo projects, solutions, reporting;
• Account management;
• Presale;

• Perfect knowledge in planning telecommunication networks, server platforms, virtual environment, database solutions;
• Great experience and knowledge of support processes and customer care;
• Network solutions architecture;
• BA skills and experience;
• Oracle / MSSQL / MySQL database knowledge;
• Linux systems (centos, rhel, debian);
Willing to lead a big project / account with multiple areas and technologies. Ongoing support and/or managed service with development in parallel is a good fit.
Position: Head of Support
Category: Support
Experience: 6 years | English: fluent


Passionate about people from both sides - employees and customers. I enjoy creating company strategy, building new processes, growing and motivating people and improving customer experience.

For the past 5 years I was leading Technical Solutions teams, where I was able to develop technical skills, implement new processes and projects (Tier based Support, Cloud Support, employee On-boarding, new Ticketing system and flows) and manage Customer escalations on executive level.

Together with this I was focused on team motivation, development and growth - raised 8 team and tech leads, hired and mentored 20+ people; and built strong relationship with different company departments (CSM, R&D, Cloud Ops and more).