Position: Customer Support Team Lead / Head of Support
Category: Support
English level: fluent
Years of experience: 6

Implemented quality assurance process for the team, which helped to improve agents' skills and customer satisfaction rate. 

Led a customer support team that achieved a 10% increase in customer satisfaction scores within 4 months through targeted training programs and process improvements. My team achieved and kept Customer Satisfaction Rate at 95%+ .
I enjoy creating an outstanding customer experience! 

My responsibilities included the following:
- Managing a team of support specialists (24/7 support, remote team), including hiring, training, and evaluating.
- Setting goals and performance metrics, providing coaching and feedback.
- Implementing quality assurance processes to ensure all team members meet performance standards.
- Developing and delivering training programs for new agents and experienced employees.
- Creating and implementing policies, procedures, processes, and best practices for excellent customer service.
- Management of disaster recovery plans. 
- Implementation of effective workflows with other internal departments.
- Creating and updating internal documentation.
- Managing external knowledge bases (FAQ, Help Center, Video Tutorials). 
- Handling increased complexity cases (conflict situations, controversial issues).
- Handling refunds & financial disputes.

Experienced in Intercom, HelpCrunch, Jira, Notion, Spreadsheets 
Skills: Organization Skills, Communication, Problem-Solving, Team Leadership, Presentations, Analytical Skills

Especially interested in building a Support Team from scratch & working in a startup environment.
Looking for a company with a creative environment, and a culture of feedback and transparency. B2C preferably.