Position: Customer Success/Growth Manager
Category: Other
English level: upper
Years of experience: 1.5


As a Customer Support Manager, my primary responsibilities involved customer support operations across various channels such as phone, email, and chat. I ensured that customer inquiries and issues were addressed in a timely and effective manner. Additionally, I collaborated with cross-functional teams including Sales, Product, and Engineering to address customer concerns, prioritize feature requests, and drive product improvements.

In terms of projects and tasks, I conducted coaching sessions and implemented training programs to enhance the skills and performance of the support team. I monitored key performance indicators such as first response time, resolution time, and customer satisfaction ratings, and implemented initiatives to improve these metrics. I also took charge of handling customer complaints, negative reviews, and refund requests, ensuring prompt and satisfactory resolutions.

To maintain communication quality, I conducted comprehensive quality assurance checks on outgoing email communications, ensuring accuracy and consistency. Furthermore, I mentored and coached new hires, providing ongoing support and guidance to foster their professional growth and development.

In my current role as a Customer Support Manager, I have utilized various technologies to streamline support operations and improve efficiency. These technologies may include customer support software, ticketing systems, live chat tools, and email management platforms.

During my internship as an Assistant to the Project Manager, I played a key role in coordinating and executing multiple projects. I ensured adherence to timelines, managed tasks and deliverables, and actively participated in project planning and evaluation. By collaborating with team members, stakeholders, and vendors, I contributed to the smooth operations and successful outcomes of projects and events. Additionally, I controlled time management by developing project schedules and closely monitoring deadlines. Overall, I provided essential support to project activities and aimed to continuously improve my project management skills.