lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Head of Customer Success
Category: Support
Experience: 5 years | English: fluent

Developed the company's internal processes from scratch including financial reporting, client onboarding procedures and onboarding documentation. Helped to grow the company 4x within a year.
- Developing company’s internal processes;
- Onboarding new clients which includes handling kickoff calls, assigning people to the projects, setting up required software, preparing guidelines, etc;
- Working with existing clients to ensure their satisfaction with the company's services;
- Building account strategy;
- Template writing and proofreading;
- Employee training;
- Working with team members from various locations and departments (lead researchers, SDRs, and Management team) to address tasks, define their responsibilities and projects;
- Supervising and mentoring ongoing campaigns;
- Providing and analyzing reports on current campaigns and clients;
- Supervising team operations to efficiently manage and cover day-offs, vacations, etc.
- Calculating payroll;
- Developing reports on the company's financials;
- Handling the process of hiring new employees;
I would prefer to avoid outbound sales
Position: Head of Customer Success
Category: Other
Experience: 6 years | English: fluent

Developed, implemented and formalized processes in Customer Success and Support teams. Mentored up to 20 trainees for different positions in a company. I have experience in choosing, implementing and adoption the use of new work-related software for my teams. I mentor, lead and nurture my teams and encourage them to do the same for our customers.
Experienced team manager in a B2B, SaaS product developing company. Skilled in people management, customer relationship building, customer retention, onboarding and training. Currently manage a team of 3
I would be interested to join a B2B product developing company.
Position: Head of Customer Success dept(IT consulting) Kiev/Berlin
Category: Marketing
Experience: 8 years | English: fluent


Building Support Quality Control department
Development from scratch of an effective system of KPI indicators (aimed to motivate support representatives)
Implementation and reviewing of the KPI system
Quality control of requests processed by the Support Department (letters, calls, chats)
Analysis of client requests
Conducting kick-off (onboarding) trainings for new clients
Engaging with clients through their product journey to increase adoption and retention
Handling incoming correspondence from clients, sales managers
Writing content and implementing new tools to support users including populating new in-app help center, short video tutorials, newsletters and finding new ways to drive product adoption
Driving referral program (increase reviews of the product and testimonials)
Any other activities which improve customer experience (we're open to your ideas too)
Position: Head of Customer Success, Head of Operations, Product Owner, Operations Manager
Category: Support
Experience: 11 years | English: fluent

Managing a team of 500 people, winning an international award, improving CSI and NPS indicators while decreasing costs twice.
I have over 10 years of experience in managing positions in customer support with international companies (IT, Telecom, Media), both product and outsourcing.

I have experience in: 
- Launching L1, L2 support teams from ground up and scaling existing teams (recruitment, onboarding, training, setting KPI, launching performance management systems, SLAs)
- As a Business owner in CRM launch
- As a Product manager responsible for innovative service channel and for a new web-site launch 
- Knowledge of the SDLC process
- Managing omnichannel service structure and launching new service channels
- Managing budget, ROI, cost per service and cost per sale
- Working with international clients (USA, EU) and teams
- Managing cross-sales and upgrades (setting reasonable and challenging targets, defending budget, 100% sales revenue targets achievement) 
- Managing customer retention (70% retention rate)
- Customer development - providing regular surveys and analytics on tariffs and products development

Some figures:
- max number of customers to provide service for - 8 mio
- Increase of CSI (customer satisfaction index) 88->94
- Reached sales targets 100%
- Scaling contact center 10x times
- Brought first 5 B2B international customers for startup for the first year

I use analytical and data-driven approach, I like reporting achieved KPIs in comprehensive manner.  

English C1,  German A2+.
I would like to perform tasks which influence company revenue and at the same time involve people from different departments. It would be good to work with a modern product in either product or outsourcing company.
Position: Head of Customer Success/ Lead Account Manager
Category: Support
Experience: 6 years | English: fluent

Built a CS team from scratch. 
In 2 months returned more than $50K of debt. 
Gained the biggest deal from all company history ($75K for month). Managed to increase the income of the startup with taking responsibilities of two employees.
Team Lead Customer Success where built a new team from L1 Support to Customer Success.
Teaching all necessary information (working with documents, way of speaking with customers, upselling, business logic), improving team's hard and soft skills;
Fluent knowledge of AdTech system (Network, DSP, SSP, DMP) parts;
Increasing clients' MRR;
Upselling.
&
Partner Success(Account) manager where operating is a main point of contact with the clients;
Helping will all kinds of questions/issues related to product/billing with help of collaborating with PM/PS/Support/Finance departments;
Upselling;
Analyzing customers' activity, putting a plan of increasing;
Building strong relationships with customers for powerful cooperation.
&
Marketing specialist with strong experience in online marketing industry. Strong skills in negotiation and business development area. Worked as an advertiser, publisher, account manager, director.
Knowledge of digital marketing industry, campaign management, integration tech background, mentoring, and teaching people.
Interested in new working experience, especially working with team, building new team, improving processes inside the company, business analysis, increasing the quality of wirking with exciting client's DB, improving their usage/consumption of services, MRR, ARR.
Position: Head of Customer Success / VP of Customer Success
Category: Support
Experience: 8 years | English: fluent

Being a trusted partner for customers on use-cases and product functionality, building strategic relationships, upselling and cross-selling - that's exactly what I do.

Some of my achievements:
- Identified the investment opportunity, which resulted in fundraising $100k of seed investments from a Silicon valley-based venture fund
- Implemented customer support tools, KPIs, and processes 
- Successfully managed the team of 15 customer support agents, hired, onboarded and trained the new CS team members
- Created and maintained internal and external knowledge bases
VP of Customer Success & Sales (current position)
- Managing portfolio of clients for a mobile analytics solution, ensuring subscription renewals
- Developing Customer Success framework & sales strategy
- Assisting with implementations, educating customers
- Handling and managing support processes 

Customer Success Manager 
- Handling pre-sales question and daily customer support duties
- Investigating and resolving implementation issues, working closely with the engineering and professional services team
- Upselling additional services to the customers & handling cancellation requests
- Working closely with the CS team on developing customer success strategies and processes
- Identifying prospectives, handling pre-sales questions and issues

Chief Customer Officer
- Took inbound tech support tickets, dealt with questions efficiently and effectively, turning objections into sales opportunities.
- Assisted in training of customer service staff
- Implemented customer support tools, KPIs, SLAs policies company-wide
- Worked to ensure all individual and team targets were met
- Supported sales reps and managers by providing information on various matters and making adjustments to accounts as needed.


Side-projects:

Business Development Manager:
- Doing research for early clients and fundraising opportunities for an early-stage venture
- Communicating closely with VC funds, C-level executives, family offices, and private investors

Community manager:
- Creating community posts and announcements through various social media channels and the Steam store.
- Helping players to troubleshoot and fix various issues related to the game client. Forming bug reports and delivering them to the dev team
Job expectations:
Flexible schedule
SaaS-based b2b

Stop list:
fintech
gambling/betting-related products
Position: head of customer support
Category: Support
Experience: 6 years | English: fluent


A seasoned Customer Care/Support Team Leader with extensive experience in the IT customer service industry. Skilled in managing, onboarding, and transitioning customer support teams across multiple levels, coupled with a proven track record in driving high customer satisfaction scores. Demonstrates effective leadership and robust project management skills, particularly in cross-department initiatives with successful outcomes. Adept at handling hiring processes and implementing new KPIs. Possesses a strong command over various technologies and software tools. 

Seeking opportunities to further develop expertise in people management, particularly in leading larger teams.
Position: Head of customer support
Category: Support
Experience: 6 years | English: fluent

- created a remote team of 8 customer support managers during the lock-down;
- improved CSAT rate from 93%-94% to 99%-100%;
- restructured the customer support team leads team (KPI, performance evaluation)
- was named one of top 3 reasons "why the current workplace is cool" by my team :)
- 7 years in customer service:
- 5 years in team management, current role - Head of customer support in B2B saas company;
- experience in managing various teams (3 - 70+ people of support operators, 4 support team leads);
- main responsibilities: 
• hiring, onboarding and managing the customer support team (including the onboarding process);
• KPI setting and control, regular performance review;
• incoming chats/emails analysis;
• communicating with the clients: creating newsletters to inform about the updates;
• managing the Knowledge base
- experience with Notion, Confluence, Intercom, Zendesk, Hubspot. English - C2
I really like assisting people and I love a great customer service. Currently I am looking for a position of the Head of customer support who is responsible for:
- creating and managing the customer support team
- delivering an outstanding customer experience
- making the clients the advocates of the brand.

I am looking for the company that shares my values, is free from bureaucracy, trusts its employees and cares for the clients.
Position: Head of customer support
Category: Support
Experience: 6 years | English: upper


As a customer success manager my responsibilities include analyzing competitors, processes / products to identify growth areas in the company, analyzing customer service and reactions to it, as well as inluencing loyalty to the company. Analyzing reg-FTD group of clients, creating games, creating vip-support(team, process, kpi, bonus system etc.)

As a team lead I did:
 Team selection, scheduling, feedback, performance monitoring, achievement of KPI, ASA1 / ASA2, Service level, FCR, etc. Employee development, team motivation, training and adaptation of new employees.
Processing of incoming requests from users in chats, letters, calls.
Position: Head of customer support
Category: Sales
Experience: 8 years | English: intermediate


As the Advertising Sales manager, I responsible for leading the sales team and developing a comprehensive sales strategy that covers video, banner, native, special projects, TV and internet projects. 
Planning and coordinating advertising sales efforts
Developing income budgets and ensuring their implementation
Forecasting sales and setting targets and goals for the sales team
Negotiating with key advertising agencies and clients
Developing and coordinating special projects for key clients
Finding and developing new sales segments to grow the business
Monitoring the advertising market and analyzing statistical data and trends
Preparing and conducting official presentations
Compiling reports on sales and market trends
Managing a team of up to 10 people, including hiring, evaluation and adaptation
Participating in the implementation of the CRM system (Pipe Drive, Bitrix 24)
Utilizing skills of the Google AdSense platform and web analytics tools (Google Analytics, Asana, Gemius)
Building and maintaining relationships with clients and partnersAs the Advertising Sales manager, I responsible for leading the sales team and developing a comprehensive sales strategy that covers video, banner, native, special projects, TV and internet projects. 
Planning and coordinating advertising sales efforts
Developing income budgets and ensuring their implementation
Forecasting sales and setting targets and goals for the sales team
Negotiating with key advertising agencies and clients
Developing and coordinating special projects for key clients
Finding and developing new sales segments to grow the business
Monitoring the advertising market and analyzing statistical data and trends
Preparing and conducting official presentations
Compiling reports on sales and market trends
Managing a team of up to 10 people, including hiring, evaluation and adaptation
Participating in the implementation of the CRM system (Pipe Drive, Bitrix 24)
Utilizing skills of the Google AdSense platform and web analytics tools (Google Analytics, Asana, Gemius)
Building and maintaining relationships with clients and partners
Position: Head of customer support
Category: Other
Experience: 4 years | English: upper

Made my way from regular support agent to head of department;
Significantly improved all main KPI of customer support department;
Restructured department and optimized current processes;
Rerworked coaching/onboarding program what increased it's effectiveness;
Designed and implemented essential featers in inhouse CRM system.
Extensive experience working with foreign clients;
Set up and work with billing systems (2checkout, PayPal, Plimus), fraud verification and control;
Creating manuals, knowledgebases, Q&As and educational materials;
Interviewing and coaching people;
Guiding employees’ actions by researching, developing, writing, and updating procedures, methods, and guidelines;
Worked on creation and maintenance of inhouse CRM system; releases planning; bugs reporting;
Position: Head of customer support
Category: Support
Experience: 5 years | English: upper


Five years experience in first-class human support (no scripts ton of voice, proper self-service tools)

•	Lead a team of 150+ people
•	Launched omnichannel chat support (in-app chat, web chat, Apple messages, Google business chat, Telegram, Viber, Facebook messenger, Instagram direct, Twitter direct)
•	Launched customer onboarding via video chat (for the first time in Ukraine). Project of the year (Ukrainian award for contact centers DZWINNER 2021)
•	Launched customer service via video chat. Adapting video chat as a replacement for physical branches during the war in Ukraine
•	Developed the customer community (groups in Facebook and Telegram, offline events)
•	Developed chat support team as one of the key killer features of the digital bank (The Banker –  Most Innovative Bank 2022 in CEE, Global Finance - Bank of the Year 2021 in Ukraine)
Position: Head of customer support
Category: Support
Experience: 6 years | English: fluent

I am proud of my ability to communicate effectively with my team and clients, I always have a good relationship with colleagues and management.  Speaking of professional achievements, I am good at reducing churn and time management. I am tech savvy and can learn to use new software easily.
I provided client support for English-speaking countries: mainly the USA, but also England, Australia, New Zealand, Nigeria, and other European countries.  I have a sufficient level of Spanish for written support of users, had experience working with Latin American and Spanish clients.  I learn quickly, I like working in a team, I have strong leadership qualities and a high level of responsibility for my work.  A perfectionist, I am always looking for ways to optimize teamwork, to make sure that each person performs the work in accordance with their professional and personal skills and qualities.
 I want to find a remote job, I currently live in Canada.  I want to find a company where I can fulfill my potential and help optimize processes.
I am looking for a remote/hybrid position in Canada (I am in Toronto). I would love to provide high quality support and handle onboarding, product presentation, and participate in company’s development. I have experience working with startups. Im looking for a position that gives me an opportunity to grow within the company.
Position: Head of customer support
Category: Support
Experience: 10 years | English: fluent

1. mAssistance & Premium support
That brought us about 20% increase in revenue
2. Retention 
Refunds decrease as a result of creating Customer Care department that worked with problematic orders (these were also about 20-30% of the total orders) offering clients credit. So by creating a system of such a dedicated support we managed to hold the % of refunds in between 1-2% out of the total amount of orders; not processing the refunds saving money for the company, showing good processing track for the payment pocessing system (merchant) and making our customer stay.
p.s. 
3. Calls
Non-paid orders/forms are very frequent for B2C. I've analysed that we have more than 30% of non-paids by various reasons (you always need to talk to your clients even if you sell a top-notch tech solution). Customer pays for the service and your attention to them. Tested by 10 yrs non-stop experience. I've re-organized the existing sales team having two (later on more) people work on non-paids by calling the clients and helping them fill in the form. We've got that 30% back! 
4. Customer's journey. I was one of the first Zendesk's clients integrating their CRM into the business. That helped us a lot to analyse and classify requests by TYPE and urgently assist our clients and also making the product better by tracking the stat-s and asking for their feedback. We've passed the stat-s to our dev team so that the product got improved immediately.
5. Escalation
While developing a software you face endless product improvement and its compatibility on clients' side. It is important to have the processes being escalated correctly and punctually to all teams (dev, billing, marketing, sales, etc).
IT and Operations professional 14+ years
- Executive search
- Customer success 
- Business development
These are few examples I believe might lead me closer to the point on what areas drive me the most. And these are (but not limited to) building processes, constantly looking for new possibilities, offering alternatives, learning NEW and making experiments=testing hypothesis. And never forgetting that customer is the reason we have a job.
Position: Head of customer support
Category: Support
Experience: 5 years | English: fluent

Experience in building the department from the scratch to completely functional department
Leading of 10+ employees team
Experience in recruiting and training the employees
Experience in setting goals for the department, KPI
Experience with enterprise clients
Experience with a complex product with 6M+ users
High KPI of the managed teams
Experience in the providing of high-quality service and support.
Good organization skills and system thinking
Leading remote Core support team
Setting KPIs for the team
Creating workflows and optimizing existing  flows
Managing internal knowledge base
Managing user’s knowledge base
Managing product incidents and bugs
Creating incidents reports
Creating monthly, quarterly and yearly reports
Working with users feedback in AppStore, PlayMarket
Communication with developers, product owners and other teams 
Training of new employees, performance reviews, 1&1 meeting


I have an experience with the following tools:

Intercom, Zendesk, Zoho
Jira SD, Jira Confluence
Jenkins(basic)
Python(basic)
Different CRM systems
I'm interested in working in a stable company with interesting and useful products in the fields of finances, sales, crypto. I would like to have a responsibility and freedom for decision making, ability to build and improve service based on the skills I've gained. I can join the existing team or create a new one to show the top service in the niche
Position: Head of customer support
Category: Support
Experience: 4 years | English: upper

Successfully built and managed a support team from the ground up (day & night shift), including:
- Developing job descriptions and identifying hiring needs
- Creating and implementing a comprehensive training system for support staff
- Training new team members to provide excellent customer service
- Developing and updating a comprehensive FAQ for players to provide answers to common questions and issues
- Conducting regular audits of support interactions to ensure compliance with quality standards
Lionsale.ru
January 2017 - June 2018 
Account Manager in the Russian real estate market

Managed communication with clients at all stages of project development, including:
	•	Receiving technical specifications and changes from clients
	•	Creating and overseeing the execution of these tasks by designers and developers
	•	Providing technical support to clients after project completion
	•	Conducting regular communication with clients to ensure their satisfaction


SmartProject LTD
April 2019 - February 2023 
Customer Support Team Lead in gamedev company 

- Successfully built a customer support team from scratch, hiring and training employees (3 people); 
- Monitored and ensured quality customer service; 
- Successfully led a team of customer support representatives through multiple game updates, keeping team members informed and trained to deliver exceptional customer service during periods of high user activity. 
- Collaborated with development team to resolve complex cases 
- Created and maintained work documentation, including FAQs for customers and knowledge bases for employees 
- Monitored and analyzed key performance indicators (KPIs) to identify opportunities for improving productivity and customer satisfaction within the customer support team
- Led the administration and management of social media communities including developing and executing social media content plans
Position: Head of customer support
Category: Support
Experience: 8 years | English: upper


Manager with 8+ years experience in gambling and IT. Managed 300 specialists teams, have strong management and leadership skills, IT background, know 4 languages, psychology and project/product management.
I am looking for:
Head of Customer Support
Head of Translation
Head of Operations
Head of HR