Position: Technical Support Team Lead
Category: Support
English level: intermediate
Years of experience: 3

1. Successfully led and mentored a team of technical support specialists.

2. Achieved a customer satisfaction (CSAT) level of 95% within 2 years. (from ~ 85%)

3. Improved the median response time to users to 40 seconds per reply (from 3 minutes; median of the first response to the user + median of the response during the conversation)

4. Reduced Median time to close to 40-50 minutes. (from 3 hours; Median time to close = the average time it takes to resolve a conversation)

5. Created a manual with detailed process descriptions for the support department employees from scratch.
Work experience: technical support intern -> junior -> middle -> team lead (3 years in current IT product)

Working in SaaS product as team lead: supervising technical support workflow, team training, solving issues, communicate with other teams;

In addition to the usual support tasks (user support, updating the knowledge base), our team deals with the tasks of our product blog: we write articles, useful content and train all company employees. (the product part I mean)