Position: Support Team Lead
Category: Support
English level: fluent
Years of experience: 5


I have been working in Support services and Support-related area for about 4 years. I also had experience working as a Translator, Social Media Listening Specialist, English Tutor. 
Previously, I spent almost 3 years working as a Support specialist. I gained a priceless experience which I eagerly share now. For now, my main role is a dedicated Support Team Leader with a proactive approach to managing 5 direct reports. My core responsibilities include preparing a weekly schedule for 9 Support agents, creating improvement plans and OKRs for my direct reports, sharing and creating useful learning materials (in liaise with the Enablement team). I also collaborate with other Departments, such as Dev team, CSM, SDR, Product, Marketing, etc. to facilitate cross-department collaboration, foster improvements, ensure better customer satisfaction and communicate latest updates. I am also in charge of leading a review cycle for my direct reports and prepare growth plans for them. Plus, we have regular 1–1 calls/ coaching sessions (if needed) with agents who report to me. From time to time, I delegate some tasks to senior agents and pass my knowledge/train them. 
I am also working on creating personalized onboarding plans for agents now.
If necessary, I create a PIP plan for agents who struggle with achieving their goals.
Together with other Leaders and Senior Leadership we work on new KPI metrics, pivotal Support side projects, new processes and improvements.

I would like to focus on managing the Support team and help them deliver top-notch service. My passion is to make clients happy and help Support agents to quickly learn and crush their goals.