Position: Customer support manager/Quality Control
Category: Support
English level: fluent
Years of experience: 7


QA Team Lead:
Responsibilities:
 - work process organization and management
 - team development and motivation
 - cooperation with other departments
 - ensuring the provision of high-quality service to clients
 - introduction and implementation of proposals for improving the work process of QA and Support 

QA manager:
Responsibilities:
- implementing quality assurance, creating evaluation scorecards, monitoring the quality and performance of support managers’ work, creating a knowledge base, guidelines, macros/shortcuts, and new flows of handling requests
- tracking agent's KPI
- onboarding of new agents, training of bad performers
- conducting meetings (one on one meetings and general meetings) and presentations introducing updates and new workflows

Customer Support Manager:
Responsibilities:
- Responding to a large number of customer requests in tickets and chats, social networks, processing feedback on Google Play and App Store
- Handling customer complaints, subscription cancelations, and refund requests providing appropriate solutions and alternatives
- Providing customers with recommendations on healthy diets and workouts
- Providing feedback on the product and advertisement to the product and marketing teams