Position: Customer Care/ Technical Support team lead
Category: Support
English level: upper
Years of experience: 11

- Successfully managing a team of 12 agents in three different shifts (morning, day and night shifts) and 3 different cities for over a year to achieve goals in customer happiness and reach sales plans monthly 
- Visited WordCamp Kyiv in 2019 as a participant being a part of an independent WordPress project
- 11 years of experience in technical support area in general (WordPress, Joomla, HTML, Prestashop, OpenCart, Shopify, Magento)
- 3+ years of being a technical support shift manager
- 1+ year of being a WordPress technical support team lead (technical issues, exchanges/refunds management, support agents schedule management, support agents reports/salary management, resolving conflicts within a team, promoting agents to better positions)
- 3+ years of being a technical support agent for WordPress products (technical issues, exchange/refund cases, chargebacks and disputes at PayPal and Stripe (preparing docs to counter customer complaints), new agents onboarding, junior agents quality assurance (pre sales and support skills - one-on-one meetings, work on mistakes etc.), creating scripts for better communication with customers, as well as sales scripts to improve upsales
- Would prefer to work in a project with a strong team of team players.
- Have some freedom in taking decisions regarding customers' requests
- Being able to have a constant communication with all the departments to be aware of what's going on and be on the same page with the whole team

Would like to contribute to the team to bring in some value by making end users/customers happy and helping to build a strong connection between development team and customers' needs