Position: Head of Support/ Quality Control Manager
Category: Support
English level: upper
Years of experience: 7


2018 - present time 
Customer Support Quality Control Manager

- Transmit the product principles, goals and challenges to supporters;
- Collect supporter's ideas to improve current algorithms and processes and share it with PDO;
- Perform systematic performance review of all support team members in order to maintain the satisfaction rate of our customers at a decent level;
- Process STMs mistakes, advice, gratitude and calculate fines and bonuses via loyalty system;
- Compose, organize, structure, update STMs’ tutorials database ;
- Organize and conduct semiannual tests for Support Team (in person + remotely);
- Organize and conduct training for new STMs’ as well as current STMs’ (in person + remotely);
- Manage motivational program "Simply the best";
- Participate in bug fixes and initiate improvements and system optimization;
- Organize events to keep the professionalism and involvement, as well as good mood of the Support Team on the highest level (in person + remotely).
- Conduct regular 1 on 1 with Support Team

2016-2018
Customer Care Manager

-Providing assistance, answering customer's questions through calls/chats, CRM system
- Providing prompt feedback to customers, informing about the results of resolving requests
- Communication with other departments of the company in order to resolve the emerging requests of customers