Position: Customer Support Manager
Category: Support
English level: upper
Years of experience: 7

Achievements:
• Grew team x3
• Increased completion rate from 69% to 93% by optimizing work schedule & automating support processes
• Improved the hiring process that allowed to process candidates 2 times faster
• Developed and facilitated dozens of internal processes to improve the team efficiency and customer service
• Developed team roles and assigned relevant employees — QC Manager, Onboarding Manager, Shift Lead
• Quickly recovered team’s operation during crisis events (we returned to fully operational mode after 3 days since the Russian invasion of Ukraine) 
• Established a transparent & friendly environment that encouraged employees to share ideas and openly discuss concerns
• Created the one-week onboarding program for newcomers
• Built an internal categorisation system to effectively analyse frequent requests and pain points
• Expanded both internal and external FAQs x2 based on common user questions (English, Ukrainian)
• Created a communication guide for the customer support team
• Created a quality assessment system to evaluate team performance
• Set up a workflow for collecting and analysing feedback from users 
• Prepared the team for product mass launch in Ukraine
I have 7+ years of experience in customer support (as an agent, manager, and team lead) and 2+ years of experience in crypto & FX markets. (I studied TA and SMC to make informed trading decisions and actively monitor financial markets to stay on top of the latest events & news. Also, I'm an active client of different CEXs, DEXs, and brokers) 

Skills:
* support and consult clients via phone, chat, or tickets (English, Ukrainian)
*  experience with Helpshift, Zendesk suite (Support, Chat, Talk, Help Center, Explore)
 * experience with ChatGPT
* experience with Jira, Kibana, Asana, MongoDB
* experience with FX & crypto markets,  technical analysis, * CEXs,  DEXs, wallets, terminals
* hire, onboard, and mentor  newcomers
* performance evaluation of support agents 
* strong communication skills to find a common language with teammates & clients
* supervise and lead a team of customer service agents


I'd like to give you a summary of my 2 previous jobs: 

As Customer Support Team Lead at VOKI Games, I skillfully managed a support team on a project basis, fostering effective communication with product, QA, and community teams. I implemented analytical tools, communicated across diverse player channels, updated FAQs, redesigned the QA system, refined internal processes, and automated communication bots. My leadership streamlined operations and enhanced customer experiences.

At Weld Money, I excelled in multi-channel user communication in English and Ukrainian (Zendesk, Telegram community), supervised a customer support team, successfully recruited and onboarded new agents. I managed team performance, quality of service, and shift schedules while proactively identifying and resolving support and product-related challenges. Additionally, I created comprehensive internal and external knowledge bases, optimized workflows, and developed innovative solutions to enhance overall efficiency.

To get a complete picture, please refer to my CV and get in touch with me. I'll be glad to tell my store and hear more about your position.