Position: Team Lead Customer Support
Category: Support
English level: fluent
Years of experience: 3

- Establishing department efficiency - 30%;
- 40% automatic reports growth;
- Customized projects development for key clients;
- Team performance optimization - 50%;
- CSAT & CES improvement - 15%;
- CHS implementation for Enterprises;
- Churn decrease - 20%;
Experienced (over 3 years) manager with an understanding of SDLC, SAAS project management, sprint planning, and people administration, with good communication & persuasive skills.

- The first point of contact for customers;
- Involving in the software development process;
- Scrum managing projects inside the CSM team;
- Project management & automation;
- Customized reports development;
- Creating analytical monitoring;

CORE COMPETENCIES
Leadership | Client service | Project management
IT & Software development understanding | Flexibility Direct sales | Strategic planning | English (Advanced) | Resource management | Teamwork