Position: Head of Tech Support/ Product company and Casino experiences
Category: Support
English level: fluent
Years of experience: 10

Experience of business trips, conferences abroad
Active USA visa
Spanish B2
- 10 years of experience working in customer/technical support as an engineer and a leading manager in software developing companies and online casinos. 
- Experience leading big teams: hiring, firing, scheduling, setting KPIs, running quality assurance programs, setting up the documentation, etc.
- Working closely with the different types of customers/societies/organisations. Dealing with VIP, unhappy, risk/fraud customers. 
- Customer satisfaction and retention. Account management. 
- Strong analytical skills and self-motivation. Hard-working, self-driven, responsible, working for the result.
- Organisation of the support teams “from scratch".

Responsibilities at my previous and current jobs:
- Hiring and firing. Organising team structure and staffing.
- Coordinating every-day technical support centre operation.
- Evolving agent evaluation and education into a quality program.
- Setting and monitoring the team weekly/monthly KPI's target.
- Developing evaluation and coaching documentation.
- Escalating complicated and urgent cases to the development team.
- Creating weekly and monthly summary reports highlighting progress and areas of opportunity (coaching, process/product/documentation/language skill improvements).
- Coordinating and documenting agent up training.
- Coordinating and reporting on projects requiring direct-from-agent feedback.
- Getting Q&As from the team to making improvements to Knowledge Base/internal resources.
- Establishing clear performance metrics (both for main agent group and specialised roles).
- Coordinating Social Media team ( working on FaceBook user groups, forums).
- Coordinating 3rd line of technical support.
- Working on beta-test projects with beta-testers and development team, QA.
- Providing customer satisfaction and retention. Taking care of problematic, unhappy, VIP customers.
- Maintaining and organising casino day-to-day operations.
- Controlling the customer retention rate. 
- Cooperating with affiliate partners.
- Providing sales training for the team.
Full time, Part-time job, Freelance, Part-time projects, Relocate