Position: Support Manager, Project Manager
Category: Support
English level: upper
Years of experience: 11


Head of Support Department

Establish work procedures, create, analyze and monitor KPIs of the support department 
Define the right channels and processes to provide best customer support 
Prepare variety of status reports (including activity, salary and adherence to goals) 
Manage and monitor NPS newsletters and reports 
Provide and manage up-sale services delivered by support department for extra revenue 
Collaborate closely with development and product teams to work on identification and resolving common product technical issues and features.

QA Manager / Coach
Coach support team members, improve skills of the current team, implement tests and exams for supporters
Work on continuous optimization and improvement of service quality
Develop and maintain support materials and current product knowledge base (instructions, video tutorials, FAQs)
Monitor all support interactions with customers, collecting feedback
Take care of difficult customers and public complaints
Collect and submit bugs to development team 

Technical Support Agent
Support CMS 
Support hosting and it's admin panel 
Support clients via chat, tickets and phone