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

- Chatbot implementation in 7 languages, resulting in the optimization of communications channels and reducing the workforce needed
- Improved the average user satisfaction rate from 90% to 95% for the support team
- Helped to reduce the technical tasks backlog by more than 60% 
- Managed to build a fully remote and functional customer support team

- 3 years of successful work under the license of UKGC, one of the most complicated operators in the iGaming sphere to deal with (former job)
- Found and investigated fraud rings within the company's customer base (former job)
- Promotions of agents under my mentoring (former job)
- Reduced the number of refund requests by 30% (former job)
Work Experience:
- Head of Support
(Manage the remote team of 15 ppl, including a VIP branch, in close collaboration with other teams: budget planning, review and prioritizing of tech tasks, chatbot implementing. Build the processes & KPIs, control the work quality, regular reporting to management. Prevention of fraudulent activities, B2B communications. Hire & onboard new team members)

- Customer Support Team Lead
(Hire, onboard, and train the team; develop a workflow system and troubleshooting scenarios, maintain CS schedule and supervise shifts, set KPIs, mentor the team)

- Risk Manager
(Conduct risk assessment during accounts and transactions check, identify and investigate suspicious activity, decision-making, payment of customers’ withdrawals)

- Customer Support Specialist 
(Build sustainable relationships of trust through open and interactive communication, provide customers with all types of assistance while proactively consulting and guiding them through their journey)

Tools I worked with:
• Project management software (Asana, Notion, Jira)
• CRM & helpdesk software (Freshdesk, Jira Service Desk, Zendesk)
• Live chat software (Hipchat, Intercom, Zendesk, LiveChat)
• G-Suite business apps (Docs, Calendar, Sheets, Slides, Drive, etc)
• E-commerce payment processing systems (Nuvei, Wirecard, Paysafe, Tipalti, Connectum, etc)
• Background check investigation tools (LinkedIn, Hooyu, ONS, Zoopla, Endole, SEON)
• Corporate communication software (Slack, Zoom, Skype)

Willing to apply for a Head of Support, have experience both in building the department from scratch and overtaking the existing team. As a person who worked in a dynamic result-driven start-up environment for almost 5 years, and has more than 7 years of customer-facing experience, I am competent in building fruitful long-term business relationships both with customers & within the team. 

Looking for a friendly environment for growing personally and professionally, & also have fun while doing so.
I am open to anything relevant to my experience, as I love working and I'm proud of my honest and professional attitude. I would like to have either remote or mixed position; office full-times are negotiable but unpreferable.