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

- Chatbot implementation in 7 languages, resulting in the optimization of communications channels and reducing the workforce needed
- Improved the average user satisfaction rate from 90% to 95% for the support team
- Helped to reduce the technical tasks backlog by more than 60% 
- Managed to build a fully remote and functional customer support team

- 3 years of successful work under the license of UKGC, one of the most complicated operators in the iGaming sphere to deal with (former job)
- Found and investigated fraud rings within the company's customer base (former job)
- Promotions of agents under my mentoring (former job)
- Reduced the number of refund requests by 30% (former job)
Work Experience:
- Head of Support
(Manage the remote team of 15 ppl, including a VIP branch, in close collaboration with other teams: budget planning, review and prioritizing of tech tasks, chatbot implementing. Build the processes & KPIs, control the work quality, regular reporting to management. Prevention of fraudulent activities, B2B communications. Hire & onboard new team members)

- Customer Support Team Lead
(Hire, onboard, and train the team; develop a workflow system and troubleshooting scenarios, maintain CS schedule and supervise shifts, set KPIs, mentor the team)

- Risk Manager
(Conduct risk assessment during accounts and transactions check, identify and investigate suspicious activity, decision-making, payment of customers’ withdrawals)

- Customer Support Specialist 
(Build sustainable relationships of trust through open and interactive communication, provide customers with all types of assistance while proactively consulting and guiding them through their journey)

Tools I worked with:
• Project management software (Asana, Notion, Jira)
• CRM & helpdesk software (Freshdesk, Jira Service Desk, Zendesk)
• Live chat software (Hipchat, Intercom, Zendesk, LiveChat)
• G-Suite business apps (Docs, Calendar, Sheets, Slides, Drive, etc)
• E-commerce payment processing systems (Nuvei, Wirecard, Paysafe, Tipalti, Connectum, etc)
• Background check investigation tools (LinkedIn, Hooyu, ONS, Zoopla, Endole, SEON)
• Corporate communication software (Slack, Zoom, Skype)

Willing to apply for a Head of Support, have experience both in building the department from scratch and overtaking the existing team. As a person who worked in a dynamic result-driven start-up environment for almost 5 years, and has more than 7 years of customer-facing experience, I am competent in building fruitful long-term business relationships both with customers & within the team. 

Looking for a friendly environment for growing personally and professionally, & also have fun while doing so.
I am open to anything relevant to my experience, as I love working and I'm proud of my honest and professional attitude. I would like to have either remote or mixed position; office full-times are negotiable but unpreferable.
Position: Head of support and infrastructure
Category: Support
Experience: 7 years | English: intermediate


ISO 27001, 9001, Time management, infrastructure management, recruitment, training, education, security, Business Continuity Planning, Communication with service and product providers, Company Integration.
Position: Head of Support and Product Operations specialist
Category: Product Manager
Experience: 1.5 years | English: fluent

-  Skilled in forming a team of CS Reps and Account Managers from scratch;
- Skilled in hiring and managing distributed and/or fully remote teams;
- Skilled in product operations;
- Skilled to perform within a fast-paced startup environment;
- Launched new MVP CRM;
Head of Support and Product Operations Specialist
B2C, B2B SAAS
June 2020 - present
Joined the company from the beginning. Reported directly to the CEO. Being among the stakeholders for product strategy. 
Customer development, conducting discovery calls. 
Customer support team formation. Providing training and coaching. 
Managing teams (up to 15 people). Setting up the team's 
SLA, goals, and KPIs. Monitoring overall team performance and reporting on metrics. 
Creating company policies. 
Overviewing competitors' platforms to highlight their weaknesses, therefore improving Calmerry's strengths.  Setting up important processes for customer service work.  Bug reporting process creation.   
Consulted on users' onboarding and engagement processes. 
Gathering and documenting product requirements from stakeholders and users. Prioritizing needs for MVP. Reviewing, editing, and approving tasks for upcoming sprints. Testing new releases features and bug reporting. Assessing requirements for post-MVP. 
Conducting castdevs to gather user feedback and pinpoint user needs. 

Support Team Lead
B2C, SAAS
May 2019 - June 2020
Supervising customer support team. Overseeing individual member's work and overall team performance. Reporting to the Head of Support on metrics. Providing additional help with the resolution of complex cases. Staff training for improving team efficiency.

Account Manager
B2C, SAAS
November 2018 - May 2019
Maintained relationships with strategic clients and partners. Liaised with internal departments to ensure client needs were fulfilled effectively. Was the lead point of contact for any matters specific to clients. Tracked key accounts' metrics. Reported to the Head of Support.

Customer Support Manager
B2C, SAAS
August 2016 - November 2018
Consulted clients via phone, email, and chats. Supervised junior agents daily. Frequently provided performance reports on agents. Full order processing: from new to complete. 
Reported daily to the Head of Support on performance metrics.
Position: Head of Support, Customer Support Team Lead
Category: Support
Experience: 3 years | English: fluent


Customer Support Team Lead (1y 10m)
- Optimization of existing processes;
- Escalation of incoming issues to corresponding Departments (QA, IT, Sales);
- Managing 22-man team;
- Coaching new team members;
- Regular evaluation and reports conduction;
- KPI and metrics evaluation;
- First contact in case of any fraud activity on the client's side;
- Policy and training materials development:
- Troubleshooting.
Tech details: Zendesk, Bitrix24, roundcube
Accomplishments: average resolution time decreased from 6h to 1h, refund percentage caused by Support decreased from 9.3% to 4.7%

Head of Support (5.5m)
- Development of the Support Department from scratch;
- Automating business processes via bots, pipelines, etcetera;
- Managing SIP telephony and CRM settings/connections;
- Hiring and coaching new team members;
- Developing self-help knowledge base for the service users;
- Developing training materials;
- KPI and metrics management;
- Communication with business partners and CEO
Tech details: Bitrix24, Zendesk, Sendpulse, Jira, SIP telephony
Accomplishments: chatbots for Telegram, Viber and Messenger developed and launched, Support Department policy created and applied

Customer Support Group Manager (9m and ongoing)
1. managing 40+ agents guided by 3 Team Leads
2. organizing and making Performance and Salary Reviews each 6
months
3. processes automation and optimization
4. developing guides and courses for Support Team in general and CS Team Leads in particular
5. gathering reports and analytics for management
6. securing the 24/7 workload coverage
7. participating in the hiring process (test tasks check, interviews)
8. communication with the Compensation&Benefits Team in case of any promotions/terminations
9. regular interactions with the Product/Dev Team (providing reports and analytics, delegating tech
tasks from Support's side, attending planning meetings)
10. investigating legal cases upon the request from the Legal Team
Position: Head of support department
Category: Support
Experience: 6 years | English: upper


I have been working in the Customer Service industry for more than 6 years. I've started my journey as an Support Representative at Ukraine-based company Zoomsupport, and after some time I was promoted to Technical Team Lead.
Since 2019, I’m have been working as a Platform Administration specialist at German-based company SIGOS. My main responsibility is to maintain Linux-based servers. I enjoyed working with technical stuff, but I wanted to continue to grow as a manager. As I’m fast, proactive and I can work hard, I managed to combine work at SIGOS with a work at the Ukrainian start-up GotYourBack support, where my position is Head of Support.
Ever since I tried out myself as a manager, I felt that I enjoy working with people. I have been always trying to inspire my subordinates to grow and improve their skills as I grow together with them. We have built a great team of motivated technicians which is constantly expanding. As a manager, I try to guide my team to find their strengths and diminish weaknesses, giving them challenging tasks. As far as currently I combine positions of a subordinate in one company and a manager in another, I can see a position of a team leader from both perspectives, which gives me a deep understanding of what my team expects from me as a manager.
In addition to my experience, I am a person with an analytical mindset and I have a passion for fast- growing projects because in such an environment a person has numerous opportunities to evolve and grow. Thus, I would much appreciate an opportunity to contribute to your ongoing growth and continued success.
Position: Head of Support Department
Category: Support
Experience: 7 years | English: fluent


Head of Support Department, Saas Product company (02.2020-current)
- organizing the department's work according to the KCS methodology
- leading a global and fully remote team of support engineers (US, EU, and Asia time zones)
- creating work documentation for employees,  motivation and development programs 
- developing algorithms for troubleshooting different types of tickets
- training new employees 
creation and support database with troubleshooting articles (on Confluence)
- creating own QA system for the Support department 
monitoring and improving KPIs of the Support Department

Head of Support Department, Saas Product company (06.2018-02.2020): 
- interviewing candidates
- training new employees 
- organization of the department's work according to the KCS methodology
- creating workflows for the Support department
- development algorithms for processing different types of customer requests
- monitoring and improving KPIs of the Support Department

TechCoach, TechSupport company  (10.2017-05.2018): 
- interviewing candidates, training new employees 
- work on improvement of weak and strong sides of support department agents
- explaining algorithms of problem investigation 
- creating motivation and development programs for support agents
- collecting and monitoring key indicators of the support department
- automation of work processes by creating scripts and apps for employees
- testing of new products and partner’s software 
- creating bug reports for developers 

Support Team Leader, TechSupport company (07.2016-09.2017): 
- leading the team
- distribution of tasks and load of team members 
- monitoring and ensuring compliance with the provisions of Support regulations
- work with the hardest technical cases, non-satisfied customers

Technical Support Engineer, TechSupport company  (05.2016-06.2017): 
- researching, troubleshooting, and resolving complex technical issues by phone, chat, and remote connection on customer's printers, routers, macOS, Windows, iOS, and Android devices
- setting up mail accounts, configuring network profiles 
- creating local networks for personal and commercial use
Position: Head of Support / Product Team Lead
Category: Lead
Experience: 1.5 years | English: fluent

A successful launch of numerous projects.
-administering performance to ensure effectiveness, compliance, and equity within organization;
-advising top-management in appropriate resolution of employee relations issues. 
-acting as liaison between top-management and other departments for various issue resolutions as needed;
- planning and conducting new employee orientation (preparing and delivering training to the agents in the centre, dealing with issues that individuals may have personally or professionally);
Профессиональный рост. Офис возле метро. НЕ банки. Дружелюбный коллектив. Интересный проект.
Position: Head of Support/Project Manager
Category: Support
Experience: 9 years | English: fluent

I am certified ITILv3 specialist. In 2021 I was nominated and made it to the finals of UK IT Industry Awards 2021

Education and training:
Dnipropetrovsk National University of Oles Honchar September 2009 – February 2015 (Bachelor and Master degree with honour) 
Faculty Subsection: International Economic Relations;
Management courses at Global Bilgi – 2017;
Conflict management - 2016;
Online, Udemy - ITIL Foundation (2011/v3) - 2019
ITIL v3 Certification Foundation - 2019
Online, Udemy - OKR Goal Setting 101 - 2019
Online, Udemy - Agile Crash Course: Agile Project Management; Agile Delivery - 2019;
Online, IAMPM, Supreme PM - Senior Project Management Course - 2021.
I possess more that 9 years of experience (Outsourcing & Managed Services) in Support area. During my career I have occupied different positions in mentioned area: Customer Support representative, Quality Assurance, Technical Support Engineer, Team Lead, Project/Delivery Manager, Line/People management.

Currently I work as Project/Delivery Manager.

Functions that I have mostly carried out included Project/Delivery management, Client Management, Support CoE/Unit growth, pre-sales.

To be more specific the list of actual day to day was:
- Projects On boarding from scratch;
- 2-4 teams management at once (up to 50 team members at once. Technical Support, NOC Engineers, DevOps);
- Pre-sales, RFI\RFP process, negotiations;
- Help develop and implement support initiatives including knowledge bases and documentation.
- Maintaining Knowledge bases (e.g. Confluence, Zendesk);
- Internal reporting systems adjustments and optimization;
- Regularly monitor Clients’ satisfaction;
- Monitor changing clients’ needs and proactively offer the right solutions out of the full spectrum of services available;
- Provide proactive constructive input to the internal organization on services and solutions that should be considered for improvement and/or creation;
- Manage risks, anticipate problems before they arise, and work with appropriate personnel to develop solutions;
- Email, voice and conference communication with customers and key stakeholders.
- Creating an inspiring team environment with an open communication culture;
- Monitor team’s work and day-to-day operations;
- Monitor team performance and report on metrics;
- Coordinate, monitor and motivate the team assigned to the project;
- Discover training need and provide coaching;
- Delegating tasks and setting deadlines for team;
- Hiring;
- Job Family / SFIA implementations, career path creation;
- Expanding Support Unit to other delivery locations.
Position: Head of Support/Project Manager
Category: Product Manager
Experience: 5 years | English: fluent

In the capacity of Support Team Leader - based on the results of certain polls, surveys and regular 1-2-1's that have been conducted throughout my time as a Team Leader, I've managed to decrease the Support stuff turnover, increase the motivation of the agents, making them less inclined to leave the company and review offers from others, thus benefitting the company hugely, since it takes quite some time to onboard an agent even if there are decent internal processes in place. 
I've additionally helped these agents to grow [their future careers] within the company, as well. 

That in terms resulted in a tremendous boost of the performance metrics, and overall health and feedback from the agents, too.

Additionally, I have raised 3 Support Leads from my Team within a span of 2+ years.
- Management of the cross-functional teams (DevOps, developers, support, live, marketing, CRM).
- Management of the continuous product delivery within Agile Framework. 
- Stakeholder management (active communication, reports, briefs, project proposals).
- Management of external partnerships and marketing campaigns.
- Handling of the product documentation, technical requirements, product roadmap, and strategy.
- Prioritisation of the product backlog. Incidents management.
- App publishing (AppStore, Google Play) Market trends, competitor analysis. 
- Exploration of the new, upcoming trends.
- Building and updating the support business processes
- Communication and reporting with the key stakeholders
- Team management
- Hiring, onboarding of the new agents
- Coordination and automation of the Support workflows

Experience with the following products:
- SaaS (support of subscription based applications and services)
- Fintech (banking, billing, etc)
- Crypto, blockchain (currently engaged with crypto derivatives, along with the development of the new products)
- Trading, copytrading (stocks, CFDs, ETFs)
- Mobile gaming
Would love to be engaged in building of the vibrant and incredible product, along with building the Team itself, in a role of Product Manager or Head of Support. 

Big plus if the product is related to fintech/crypto.
Position: Head of Support/ Quality Control Manager
Category: Support
Experience: 7 years | English: upper


2018 - present time 
Customer Support Quality Control Manager

- Transmit the product principles, goals and challenges to supporters;
- Collect supporter's ideas to improve current algorithms and processes and share it with PDO;
- Perform systematic performance review of all support team members in order to maintain the satisfaction rate of our customers at a decent level;
- Process STMs mistakes, advice, gratitude and calculate fines and bonuses via loyalty system;
- Compose, organize, structure, update STMs’ tutorials database ;
- Organize and conduct semiannual tests for Support Team (in person + remotely);
- Organize and conduct training for new STMs’ as well as current STMs’ (in person + remotely);
- Manage motivational program "Simply the best";
- Participate in bug fixes and initiate improvements and system optimization;
- Organize events to keep the professionalism and involvement, as well as good mood of the Support Team on the highest level (in person + remotely).
- Conduct regular 1 on 1 with Support Team

2016-2018
Customer Care Manager

-Providing assistance, answering customer's questions through calls/chats, CRM system
- Providing prompt feedback to customers, informing about the results of resolving requests
- Communication with other departments of the company in order to resolve the emerging requests of customers
Position: Head of Support / Support Delivery Lead / Customer Care Team Lead
Category: Support
Experience: 10 years | English: fluent


Experienced team lead with more than 9 years of work in the realm of Customer Care/Support/Success in a major product IT company and 5 years of team management/leadership of teams from 4 to 20 people. I have experience building the highly successful team from scratch and setting processes and flows based on the company's priorities, principles, and values.

As a Support Quality Control team lead also developed standards and KPIs for measuring the Support team's performance and level of service provided to customers.

More info can be provided in my CV upon request.
Position: Head of Support, Support Manager, Team Lead, Technical Customer Support Specialist, Project Manager
Category: Support
Experience: 4 years | English: upper

I have more than 4 years of work as a Technical Customer Support Specialist and Acting Head of Support with the responsibilities of Project Manager (this area has more than 10 online courses completed) and Recruiter.
My last experience was within IDEXX Corporation with Workflow Optimization System for Vet clinics called “SmartFlow” and PIMS “Neo” where I worked on:
- Guiding and supporting clients through different CRM systems (Freshdesk, Zendesk, ServiceCloud/Salesforce and Hubspot).
- Receipt and invoice processing (including Stripe using).
- Task management (also through Teamwork, Asana, Atlassian software).
- Scheduling work hours and shifts according to the legislation of law (sometimes thorough Humanity).
- Any knowledgebase-related tasks containing: SOP preparation, FAQ creation and improvement, knowledge checking through making quizzes in Google and Microsoft Office forms.
- Onboarding of the team with integration training and shadowing.
- Experience with databases and checking logs in Microsoft Azure.
- Apple Business Management through MaaS360.
- Working with mail transfer through SendGrid.
- Manual QA testing of the applications and systems.
- Escalation and processing of BUGs and issues through Jira.
 
Also, I've spent the last 9 months in the position of Senior Support Agent within Veterinary Integration Solutions, additionally performing the following:
- New support team members recruiting and further training;
- ChatBot training and Setup;
- Projects and initiatives planning and mapping with ensuing teams alignment and implementation;
Support, Technical Support, Mac OS, Windows, Android, iOS, HR, Recruiting, Management, Team Leading, Project Manager
I'm eager to learn new so that we can negotiate :)
I don't want to work on Friday evenings (this thing is discussable) and Saturdays as well as night shifts.