Position: Head of Support
Category: Support
English level: upper
Years of experience: 7


Head of Support at Trible (Skelar), Kyiv

Built a support team
Set up a team structure for 24/7 support.
People and Process management
Developed a Support strategy plan
Created a KPI system
Implemented quality control processes.
Handled the hiring process at all stages: creating vacancies, screening candidates, conducting interviews, assigning test tasks, and performing bar-raising.
Integrated proactive support.
Automated and optimized processes.
Collaborated on business goals with the marketing and product teams.
Covered Billing management

Support Team Lead at Genesis (Quarks), Kyiv

Supervised 15 full-time employees, offering mentorship and feedback.
Accountable for achieving team targets.
Managed workflows with remote teams.
Suggested and executed ideas aimed at enhancing product monetization.
Conducted and evaluated product and payment tests.
Collaborated with technical and product teams to enhance key performance indicators.
Organized and oversaw the operations of the billing department.
Analyzed the market and competitors.
Implemented technical solutions to optimize and automate processes.
Developed team members to enhance their efficiency.
Promoted the company through appearances on external platforms.
Engaged in communication with partners.

Support Manager/Operations Manager at Dialoq/Yesim, Kyiv

Managed the customer support domain.
Resolved technical issues promptly.
Implemented effective solutions to enhance user experience.
Conducted competitor and market analysis.
Generated innovative ideas for technical product enhancements.
Engaged in partner communication and contractor search activities.
Ensured quality control standards.
Analyzed product metrics comprehensively.

Technical Support Manager at BSG, Kyiv

Resolved technical issues for users.
Managed traffic and routing controls.
Maintained communication with suppliers and partners.
Monitored and alerted for global issues.
Generated comprehensive reports.
Analyzed technical metrics thoroughly.
Hi! My name is Andrew, I'm 27. I've been working in customer support for almost 7 years now and have been able to achieve good results in it.   

Right now, I'm on the hunt for exciting challenges that not only help me grow as a specialist but also help your company smash its targets. Let's team up and make great things happen!