Position: Account Manager Team Lead
Category: Support
English level: upper
Years of experience: 4

Achievements on the Account Manager Team Lead position:
- Managed a team of 10 people.
- Trained 7 new employees.
- Developed the working process guide.
- Created Terms & Conditions and FAQ for freelance writers.
- Improved the quality of freelance writers’ work, thereby reducing team
losses by 35%.
- Doubled the base of freelancers (from 500 to over 1000 people).
- Updated the entire process of hiring new freelancers.
- Was offered a position of junior product manager.
My last position was Account Manager Team Lead at Develux (Nov 2020 – Aug 2022).

Main responsibilities:
- Leading a team of account managers (10 people). Organizing and managing the workflows, processes, and technical infrastructure. Identifying and setting the OKRs and KPIs for the team. Training new members.
- Cooperating with the development, analytics, website, and marketing teams. Sharing feedback with the product team to implement new features or improve existing ones. Creating technical tasks and use cases.
- Working with statistics: analysis of team performance indicators, identification of weaknesses, preparation of seasonal reports for the top management.
- Providing regular feedback for the team members. Creating weekly reports for the head of the department and weekly newsletters for the freelance writers.
- Helping account managers with complex cases, investigating information leaks, and verifying the account holders.

Over the past few years, the customer support industry has changed a lot. Everyone who has been in this for a long time knows that earlier it was a bunch of prewritten emails or hundreds of voice messages left for which you never received feedback. Now the usual support has been transformed into customer care. It is long and hard work to learn the needs and values ​​of the client to gain their trust and loyalty. Understanding your audience is more important than ever for the development of a company's product or service, and customer care is the front line in this. I like this new trend of working with clients by getting to know them first as it helps build long-term relationships. My experience as a team lead has shown that good performance will always depend on the work of the team. When this is a community with the right goal and workflow which keeps improving, the result will not make you wait. I would like to continue growing in this sphere, try different services and improve the customer experience in them.