Position: Customer Support Team Lead/Customer Support Shift Lead/Support Operations
Category: Support
English level: fluent
Years of experience: 9


I am a professional with 9 years of experience in the Customer Support area. I started as a Support chat agent and grew to a Support team lead. I had a team of 3 to 6 people, was responsible for resolving escalated customers’ issues, working with the team (leading, coaching, and growing them as specialists), monitoring load on shifts, monitoring QA of my staff, writing technical manuals for the support team and external KB. Currently, I am working as a Support Operations manager Assistant in a hosting company. I worked a lot with hiring, managing support projects like:

the development of the training program
transition to a new training LMS
the development of the statistics tool
the development of the attendance tracker

I also worked a lot on

building new processes and workflows
developing KPI metrics and productivity requirements for support stuff
preparing performance reports by collecting and analyzing data from the customer service software
analyzing support workflows and made suggestions to improve efficiency and effectiveness
overseeing the admin tasks done by the support leads. 

I have also worked as a project manager in a mobile development company for 9 months. I worked on several projects simultaneously (I ran 3 projects, I did not encounter more when I worked in this company). All of the projects were successfully released. Сurrently I don’t occupy the project manager’s position but I worked a lot with managing support projects. This implied development of the statement, drafting user flow, writing requirements, creating stories, overseeing the implementation, and QAing the results.
My dream job involves everything that I love: support, helping people, developing a team, and organizing things/processes :) I am really good at organizing things, people and processes, it comes naturally to me from technical projects to season corporate events for the whole office. I am looking for a place where I can bring value and feel content from what I am doing.