Position: Head of customer support
Category: Support
English level: fluent
Years of experience: 6

- created a remote team of 8 customer support managers during the lock-down;
- improved CSAT rate from 93%-94% to 99%-100%;
- restructured the customer support team leads team (KPI, performance evaluation)
- was named one of top 3 reasons "why the current workplace is cool" by my team :)
- 7 years in customer service:
- 5 years in team management, current role - Head of customer support in B2B saas company;
- experience in managing various teams (3 - 70+ people of support operators, 4 support team leads);
- main responsibilities: 
• hiring, onboarding and managing the customer support team (including the onboarding process);
• KPI setting and control, regular performance review;
• incoming chats/emails analysis;
• communicating with the clients: creating newsletters to inform about the updates;
• managing the Knowledge base
- experience with Notion, Confluence, Intercom, Zendesk, Hubspot. English - C2
I really like assisting people and I love a great customer service. Currently I am looking for a position of the Head of customer support who is responsible for:
- creating and managing the customer support team
- delivering an outstanding customer experience
- making the clients the advocates of the brand.

I am looking for the company that shares my values, is free from bureaucracy, trusts its employees and cares for the clients.