Position: Head of customer support
Category: Support
English level: upper
Years of experience: 5


Five years experience in first-class human support (no scripts ton of voice, proper self-service tools)

•	Lead a team of 150+ people
•	Launched omnichannel chat support (in-app chat, web chat, Apple messages, Google business chat, Telegram, Viber, Facebook messenger, Instagram direct, Twitter direct)
•	Launched customer onboarding via video chat (for the first time in Ukraine). Project of the year (Ukrainian award for contact centers DZWINNER 2021)
•	Launched customer service via video chat. Adapting video chat as a replacement for physical branches during the war in Ukraine
•	Developed the customer community (groups in Facebook and Telegram, offline events)
•	Developed chat support team as one of the key killer features of the digital bank (The Banker –  Most Innovative Bank 2022 in CEE, Global Finance - Bank of the Year 2021 in Ukraine)