Position: Support Team Lead, Head of Customer Support
Category: Support
English level: fluent
Years of experience: 4

- Created and implemented work processes from scratch 
- Successful experience of building the team from 0
Head of customer support (2 years) 

- Hiring the CS Team
- Building all the processes from scratch
- Creating SOP (standart operating procedure) for the CS department
- Onboarding new team members
- Improving the quality of the CS work
- Assisting team members in complex cases
- Filling in the working schedule of the team
- Collaboration with tech and QA teams
- Reporting to CEO of the company directly

Supervisor of the Customer Support Team (2 years) 

- Supervising the CS team on the shift
- Completing the working schedule
- Assisting team members (both CS and sales teams) in complex cases
- Setting KPI's and monitoring the progress
- Conducting 1-1 meetings with the team members
- Creating gamification system for team members
- Conducting of trainings for team members

Customer Support Manager (1 year)

- Assisting the clients in making an order or monitoring its progress
- Making upsales and cross-sales
- Resolving issues connected with the client's orders