Position: Head of Support and Product Operations specialist
Category: Product Manager
English level: fluent
Years of experience: 1.5

-  Skilled in forming a team of CS Reps and Account Managers from scratch;
- Skilled in hiring and managing distributed and/or fully remote teams;
- Skilled in product operations;
- Skilled to perform within a fast-paced startup environment;
- Launched new MVP CRM;
Head of Support and Product Operations Specialist
B2C, B2B SAAS
June 2020 - present
Joined the company from the beginning. Reported directly to the CEO. Being among the stakeholders for product strategy. 
Customer development, conducting discovery calls. 
Customer support team formation. Providing training and coaching. 
Managing teams (up to 15 people). Setting up the team's 
SLA, goals, and KPIs. Monitoring overall team performance and reporting on metrics. 
Creating company policies. 
Overviewing competitors' platforms to highlight their weaknesses, therefore improving Calmerry's strengths.  Setting up important processes for customer service work.  Bug reporting process creation.   
Consulted on users' onboarding and engagement processes. 
Gathering and documenting product requirements from stakeholders and users. Prioritizing needs for MVP. Reviewing, editing, and approving tasks for upcoming sprints. Testing new releases features and bug reporting. Assessing requirements for post-MVP. 
Conducting castdevs to gather user feedback and pinpoint user needs. 

Support Team Lead
B2C, SAAS
May 2019 - June 2020
Supervising customer support team. Overseeing individual member's work and overall team performance. Reporting to the Head of Support on metrics. Providing additional help with the resolution of complex cases. Staff training for improving team efficiency.

Account Manager
B2C, SAAS
November 2018 - May 2019
Maintained relationships with strategic clients and partners. Liaised with internal departments to ensure client needs were fulfilled effectively. Was the lead point of contact for any matters specific to clients. Tracked key accounts' metrics. Reported to the Head of Support.

Customer Support Manager
B2C, SAAS
August 2016 - November 2018
Consulted clients via phone, email, and chats. Supervised junior agents daily. Frequently provided performance reports on agents. Full order processing: from new to complete. 
Reported daily to the Head of Support on performance metrics.