Position: Support/Operations Team Lead
Category: Support
English level: upper
Years of experience: 5

Finished 4 courses at LABA
 - project management IT
 - project management 2.0
 - product management
 - people management
- Team management: budgeting, team structure management, KPI management, mentorship, requirements generation for the new team members and new candidates interviewing;
- Platform development: business requirements description, competitors research, support on all stages of development, feedback on releases;
- Community management and user experience: community interaction process set up, user feedback processing, recommendations on user experience improvement, community representatives' interviews arrangement;
- Communication with stakeholders;
- Creating and updating regulations and rules for a product. 
- Creating and updating Tone of voice for a product.
- Creating support unit from 0.
- Creating Help Center for a product.
- Optimization processes inside the team.
- Improving CSAT and NPS.
- Work with Back office (creating tournaments for CS:GO, Dota2, etc.)
- Solving incidents through Zendesk, creating guides and articles for users, online user support,  working with Zendesk (admin level).
- Have experience 3 years+ of managing support and operations team (11+ people)
- Regular meeting with the team
- Regular 1v1 with all members of support team
- Responsible for team schedule
- Work with Jira, trello, Discord, Postman, Google docs, postman, etc.
I expect honest cooperation based on mutual benefit, trust and mutual understanding. I am looking for an interesting project, a team that is ready to expand in which I can use my teamwork skills. I would also be looking for positions where I could use my teamwork and work/process organization skills.