Position: Customer Support Manager
Category: Support
English level: pre
Years of experience: 3

• Created instructions for users, which significantly reduced the burden on the team and increased the use of the service
• Maintained satisfaction rating over a period 1 year 7 months as a customer service representative
• Received two promotions from the team leader during my first nine months at the company
Finmap.online
Senior Customer Support Manager
Apr 2022 - Apr 2023 · 1 yr 1 mo
Kyiv City, Ukraine · Full-time · Remote

• Customer integration via AnyDesk, Zoom;
• Real time customer support via chat (Intercom);
• Users' service satisfaction monitoring and check up;
• Technical writing (creating instructions and written guides of available services);
• Working with subscriptions in the chargebee service (activation/deactivation/payments, etc.);
• Usability testing of the site after the release of new features;
• Collecting user stories for developers.

Services:
CRM Pipedrive, Chargebee, Intercom, Binotel, AnyDesk, Zoom, Google meets, TeamViewer, Excel, Google Docs.

Finmap.online
Middle Support Manager
Oct 2021 - Apr 2022 · 7 mos
Kyiv City, Ukraine · Full-time · Remote
• Real time customer support via chat (Intercom);
• Communication with sales and technical departments;
• Creating Video content (guides) for customers' better product awareness;
• Users' service satisfaction monitoring and check up.

Customer Success Manager
ENESTECH Software · Full-time · Office
Aug 2019 - Apr 2021 · 1 yr 9 mos
Kyiv City, Ukraine
• Consulted with other departments to resolve discrepancies and create
effective solutions;
• Processing incoming requests from clients through e-mail, chats, and calls;
• Working with CRM system and maintaining actual clients’ data;
• Making calls to potential clients with the company’s offering;
• Collected customer feedback and made a wishlist;
• Made base upsells;
• Created invoices.