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


Customer Support Team Lead (1y 10m)
- Optimization of existing processes;
- Escalation of incoming issues to corresponding Departments (QA, IT, Sales);
- Managing 22-man team;
- Coaching new team members;
- Regular evaluation and reports conduction;
- KPI and metrics evaluation;
- First contact in case of any fraud activity on the client's side;
- Policy and training materials development:
- Troubleshooting.
Tech details: Zendesk, Bitrix24, roundcube
Accomplishments: average resolution time decreased from 6h to 1h, refund percentage caused by Support decreased from 9.3% to 4.7%

Head of Support (5.5m)
- Development of the Support Department from scratch;
- Automating business processes via bots, pipelines, etcetera;
- Managing SIP telephony and CRM settings/connections;
- Hiring and coaching new team members;
- Developing self-help knowledge base for the service users;
- Developing training materials;
- KPI and metrics management;
- Communication with business partners and CEO
Tech details: Bitrix24, Zendesk, Sendpulse, Jira, SIP telephony
Accomplishments: chatbots for Telegram, Viber and Messenger developed and launched, Support Department policy created and applied

Customer Support Group Manager (9m and ongoing)
1. managing 40+ agents guided by 3 Team Leads
2. organizing and making Performance and Salary Reviews each 6
months
3. processes automation and optimization
4. developing guides and courses for Support Team in general and CS Team Leads in particular
5. gathering reports and analytics for management
6. securing the 24/7 workload coverage
7. participating in the hiring process (test tasks check, interviews)
8. communication with the Compensation&Benefits Team in case of any promotions/terminations
9. regular interactions with the Product/Dev Team (providing reports and analytics, delegating tech
tasks from Support's side, attending planning meetings)
10. investigating legal cases upon the request from the Legal Team