Position: Head of Customer Support Department
Category: Support
English level: upper
Years of experience: 5

- Built Customer Support teams from scratch.
- Built and implemented Quality Assurance processes in Customer Support Department.
- Increased CSAT of service by 20%
- Decreased AHT of the call by 15%
- Optimized 50% of the customer regular requests through automation
- Head of customer Support with experience in Customer Support and Customer Support Quality Assurance. (4+ years).
- Built the workflow for forwarding customer feedbacks to other departments
- Created service policies and procedures, searched and implemented best market practices
- Managing a support team (L2-L1) to achieve business objectives including the attainment of targets for customer satisfaction, NPS, employee satisfaction, service levels, resolution time, and project deadlines (6 support offices around Ukraine (i.e. 10 managers with 3-4 team leads reporting to each of them when every team lead managed a team of ~10 people in their team)
- Setting team goals in alignment with Support objectives. Prepare and provide all necessary reports and documentation to reach set goals and targets
- Ensuring that Support Managers have the resources, tools, information, and processes necessary to deliver world-class technical solutions to the customers
- Delivering performance reviews for Support Managers and provide regular feedback on performance in terms of agreed-upon performance and employee development goals
- Effectively represent Support department on cross-organizational teams to deliver on organizational objectives
- Manage workflows and schedules for direct reports and ensure adequate workload coverage
- Cooperate with product management team and developers team for the fast problem resolution and sharing ideas for product improvements
- Trained and managing the QA Support team