Position: Head of Customer Support (Customer Support Team Lead)
Category: Support
English level: fluent
Years of experience: 3


I was working as a Customer Support Shift coordinator in a Game Studio. Now I'm working as a Customer Support Team Lead in international IT company, which develops mobile apps, especially category "Health and Finness". You can see my day-to-day duties below:
- managing the team (hiring, training, setting goals, conducting a performance review, QC, creating development plans, teambuildings);
- preparing weekly/monthly reports and analytycs;
- creating templates (canned responses) and guidelines;
- developing technical requirements for system enhancements;
- tracking feature requests and bug reports via Asana to ensure timely and effective resolution of the issues;
- establishing customer service processes through various CRM systems and admin panels.

Software expertise: Front, Asana, SolidGate, Jira, Amplitude, Confluence, Slack, Google Sheets.