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


As a customer success manager my responsibilities include analyzing competitors, processes / products to identify growth areas in the company, analyzing customer service and reactions to it, as well as inluencing loyalty to the company. Analyzing reg-FTD group of clients, creating games, creating vip-support(team, process, kpi, bonus system etc.)

As a team lead I did:
 Team selection, scheduling, feedback, performance monitoring, achievement of KPI, ASA1 / ASA2, Service level, FCR, etc. Employee development, team motivation, training and adaptation of new employees.
Processing of incoming requests from users in chats, letters, calls.