Position: Support Manager, Customer Success Manager, Knowledge-base editor, Retention Specialist
Category: Support
English level: fluent
Years of experience: 6


-customer care experience - 5+ years (call, emails, chats);
- managing support team and scaling it from 3 people to 20+ agents - 3 years (including sourcing candidates, conducting 1st and 2nd rounds of interview, initial training etc); introduced personal responsibility system that allowed easy monitoring and control of each agent; 
- optimization of working processes of support team, to save costs for the company and minimize the headcount without losing the quality; optimized numerous processes from entry sales calls to complaints resolution; 
- developing and implementing retention program for new customers;
- working with disappointed customers that faced bad service due to different factors; their retention;
- created internal knowledge database with working instructions, recommendations and guidelines;
- developing various email campaigns to increase sales, retention or inform customers about new products/features etc;
- communicated with developers’ team for necessary system optimization updates, to improve support teams work.
I am looking for only remote challenging projects with clear task and end-date. What I mean is: you have a task or a problem and you want it done/fixed by the X date. I am not looking for long-term, office jobs. 

The projects I can be useful include:
- creating knowledge base for your customer and/or support teams. If needed developing scripts, videos whatever is necessary. 
- building retention strategy, campaigns (email, sms, push-notifies, calls).
- setting support team (from 0 to the ground), training, setting KPIs etc 
- chatbots development, email campaigns
- review and set up KPIs for your support team if you still don't have them. 
- NPS and customer satisfaction: measure, customize if needed and help grow.