Position: Customer / technical support analyst, Account manager
Category: Support
English level: fluent
Years of experience: 5

Successful integration of 3 support projects from scratch (full cycle customer journey from first contact to issue resolution and contract renewal).
Successful account management for projects requiring technical knowledge (Dixa, Rocket.Chat)
Built a full international support team of 7 people in a quickly growing startup company (Rocket.Chat)
5 years of experience in Customer Service: customer support, customer success, service delivery management, customer onboarding services, team management.
2017-2018 - CSR at WOW24-7 
- handling customers' (service end users') requests via phone, chat and email; shift-based work for 24-7 service
2018-2019 - Account Manager at WOW24-7
- dealing with business customer demands, requests and issues on given accounts; 
- communication with clients to ensure we provide high quality outsourced customer service;
- creating and managing documentation and customer service handbooks for given accounts;
- working as highest escalation point for major customer and product issues for given accounts;
2019-2020 - Integration Manager in Customer Service at WOW24-7:
- managing a full cycle of customer service integration for clients;
- investigating and/or designing customer journey for each project to ensure each step of it is fully covered and supported with our outsourced support service;
- setting up customer support systems, integrations and communication channels for clients;
- onboarding support teams for each new project.
2020-2021 - Customer Support Agent at Rocket.Chat:
- handling end user issues via email, tickets and phone;
- migrating over several support platforms and setting them up (Freshdesk, OTRS, Zoho);
- doing first and second line support issues triage and troubleshooting;
- dealing with customer feedback over social media and mobile app manager;
- registering, reporting and tracking issues and feature requests;
- participating in product meetings, supplying customer feedback  on the product updates and issues;
- creating internal knowledge base and self-service desk for customers; 
2021- May 2023 - Customer Support Team Lead at Rocket.Chat
- hiring and onboarding a support team from scratch;
- tracking and managing support metrics;
- participating in product meetings to align customer service efforts in accordance with the product dynamics;
- defining team OKR;
- performance reviews, regular 1:1s with the team, building career development plans for the team members.

Systems and platforms user/admin experience: Zendesk, Freshdesk, Freshcaller, Zoho, OTRS; Jira, Front, Clickup; Rocket.Chat, Slack, Dixa; Github.
I'd like to be a part of a small but well-organized team working on a product (preferably SaaS) or a number of products/projects, with an opportunity to acquire new skills in people and/or project management.