Position: Customer Success/Support Teamlead
Category: Support
English level: fluent
Years of experience: 5

- Manage a team of four specialists, that operates educational content and product updates.
- Prepared and launched 20+ onboarding and engaging campaigns for new and current users, saving up to 25% of human efforts.
- Solved up to 200 advanced cases per month and improved product knowledge across the Sales department.
- Assisted users with how-to questions and setting up equipment, handling 30+ phone calls and 40+ chats per shift.
As a Customer Success Tech Touch Lead, I am responsible for all one-to-many communications within the product, creating and maintaining educational content for users and leads.
- Manage a team of four with all kinds of projects: Help Center, video content, onboarding and engagement campaigns, announcing new features, and all fulfilling social media with educational and how-to content.
- Conduct regular one-on-one meetings with team members, providing them with support and efficient feedback.
Improve sprint work processes and communication with other departments.
- Create and maintain onboarding and engagement campaigns and other types of content that deepen understanding and use of the product.

My previous position was Tech Touch Customer Success Manager, where I launched one-to-many campaigns for testing and paying users.
- Prepared and launched 20+ onboarding and engaging campaigns for new and current users. Saving 25% of human efforts, specifically phone calls and individual emails, replacing them with automatic notifications, where possible.
- Used Beamer, Intercom, and AppCues to notify users about new features in Ukrainian, Russian, and English languages.
- Collaborated with company departments — particularly with Product, Engineering, and Sales teams — to fully deliver news and feature updates.
- Used data to identify gaps and opportunities. Made sure that live campaigns were up-to-date and met the company's goals.

As the Implementation Specialist, my job was to get new users acquainted with the product and implement it in their day-to-day operations. At the same time, being a Support L2 Manager, I handled advanced cases and provided troubleshooting of issues that the first support level could not resolve.
- Handled 800+ incoming and outcoming calls per month and solved up to 200 advanced cases per month.
- Communicated with users, introducing them to the product and ensuring their requirements were met. Trained business owners and their employees to work with the product efficiently.
- Coordinated with sales managers to ensure user satisfaction.
Improved knowledge across the Sales department by identifying gaps or opportunities to improve it. Interacted between support and technical teams.
Currently looking for a role with more communications involved.