Position: Customer Support Specialist / Team Lead
Category: Support
English level: upper
Years of experience: 8


My previous work experience was obtained in a single US-based product company (domain registrar and hosting provider, Namecheap Inc.). I worked in the SSL department, and my duty was to help the customers to solve sales and technical-related issues by communicating with them through chats and tickets. After several years, I advanced to a team leader position and managed a team of ~10 CS specialists. My primary role was to provide performance assessment, share feedback and work with team members on their performance improvement. Apart from that, I communicated with the support and management of our partner companies to ensure a high level of cooperation between our teams; worked on process optimization within our department; communicated with the Product and Development teams within the company on the progress of bug fixing and new features implementation.
Except for internal admin tools and helpdesk systems, I worked with Atlassian products (JIRA, Confluence, Trello), Linux CLI, API.