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

• Analyzed and improved:
- Internal procedures (compliance - antifraud - support interactions);
- App's features (enhanced functionality and user experience);
- Support team (improved admin console (CRM) features (automation and better performance), issue escalation and resolution procedures);
- SMM (significantly increased and maintained social media ratings, image and brand recognition of the Joompay App;)
• Onboarded and mentored new remote support agents (various age groups);
• Managed remote customer support team and monitored their attendance and performance (KPI);
• Applied timely and professional response to solve escalated customer support, department-related issues, and cross-functional tasks in accordance with company policy, GDPR, and internal rules;
• Achieved quality levels set in OKR; 
• Managed customers' personal data in compliance with the GDPR;
• Liaised with Compliance, Antifraud and Operations;
• Collaborated with internal stakeholder's company teams;
• SMM:
- Managed company's Google Play, App Store (using Appfollow), Trustpilot, Facebook, and Instagram reviews and comments;
- Handled customer complaints by introducing the best possible solutions;
- Monitored App performance and cultivated better customer experience;