Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 5


2021 – 2023
Business Analyst / CRM Administrator

• Producing commercial team performance and forecast reports
• Maintaining CRM workflows, creating workflow automations
• Providing CRM onboarding and usage guidance
• Working with HQ on internal processes improvement
• Implementing HubSpot CRM

2019 – 2020
Marketing & Sales Manager

• Managing marketing and sales teams
• Managing marketing email campaigns (creating / reviewing texts)
• Managing advertising campaigns
• Assessing company performance according to marketing and sales team work

2018 – 2019
Technical Support Team Lead

• Resolving problems related to product implementation
• Communicating with development / QA teams for most complicated cases
• Community support channels (StackOverflow, GitHub)
• Overseeing the work of Technical Support team (3 agents)
• Identifying key accounts for upsale
• Collecting customers’ requirements in a pre-sale stage
• Consulting Sales and Marketing teams on technical capabilities of the platform
• Maintaining strong B2B relationships

2016 – 2017
Python Engineer Intern

• Writing code for an open source project
• Fixing bugs and developing patches
• Writing documentation for newly added features

2014 – 2016
Customer Care Team Lead

• Training new team members
• Providing support via ticket system and on community pages in social networks
• Managing workload of a team (team size varied from 7 to 12 customer care agents)
• Work quality control
• Monthly quality and workload assessments

2012 – 2014
Customer Care Agent

• Handling customers’ requests, per e-mail and phone, in RU, EN and DE
• Monitoring main issues in the games I was responsible for
• Reports to QA and Production regarding issues in the games I was responsible for
• Following the quality and workload requirements set by customer care management
• Keeping track of individual complicated cases
• Issuing refunds
• Consulting with management/team lead in case of doubtful situations/complicated cases