Position: Customer Support Team Lead
Category: Support
English level: intermediate
Years of experience: 3


Affiliate/AccountManager
February 2021 – till present days
IT
• Support, accounting and development of current partners
• Search for new and integration of new partners (conferences / forums / thematic chats and resources)
• Analysis of incoming traffic of partners and its optimization by source
• Collaboration with other departments to assess the quality, cost and relevance of traffic; interaction with the analyst department
• Setting up tracking/postback for partners, working with various payment models (CPA, CPL, RevShare);
• Control of payments to partners
• Preparation of weekly and monthly reports
• Planning a budget for future periods
• Development of new creatives and tools for partners in cooperation with design and product departments

Customer Support Team Lead
August 2018 - February 2021 (2 years 7 months)
IT
• Participation in the opening of a new office for the support team in another city; remote recruitment, training and adaptation in a team (10 employees)
• Forming a customer support team for a new project
• Management of local and remote user support teams (20+ employees)
• Selection of employees for the team
• Achieving goals with the team
• Training and further development of employees in the team
• Development of a grading system for personnel assessment
• Development of a bonus motivation model for employees
• Setting personal and team goals
• Timely and constructive feedback; development of employees in the grading system
• Assessment of professional growth of personnel, internal promotions, rotation of employees within the department / other departments
  • Scheduling team work
• Regular weekly / monthly / quarterly reporting
• Development and implementation of tools to reduce the number of requests (segmentation by requests, by questions, quick links to FAQ)
• Segmentation of requests
• Creation of the perfect "customerexperience", "customerjourney"
• Regular team building
• Communication and interaction with other departments of the company