Position: Lawyer/CS
Category: Support
English level: fluent
Years of experience: 2.5

Created my own department related to law enforcement requests: formed the team, mentored, created guidelines and workflow of the department.
Content moderation of the platform's users, communication with customers, and problem-solving via Zendesk tickets, and internal tools. Worked in a department that proceeded with law enforcement requests. Promoted to Mentor, then to TL position.
Mentor/TL at Disclosed Company, Remote
March 2022 — Present
Provided month-long trainings for new employees, taught position specifics, and estimated their progress level. Organized calls to hold the lectures, train with their first cases, and assisted trainees with issues/questions.
As a TL, created my own department, eventually consisting of 16 people. Created team's workflow and specific protocols required.
Assisted teammates with all the questions, provided QA analysis of their work and helped to organize their work schedules. Checked their reports related to the department's specific purposes. Worked on agents' progress and created a friendly, non-toxic and respectful environment.