Position: Support Team Lead / Manager / HR / Project Manager
Category: Support
English level: upper
Years of experience: 7

Development of Customer Support processes from scratch;
Research, testing and implementation of a new Support System.
Creation and delivery of presentation for new staff, designed to improve the communication between departments;
Re-design of task assignment scheme for the department with a good feedback from employees and managers, resulted in time reduction without reduction of quality
Keeping staff member in company on company terms, and improving their performance
• Handling correspondence with customers
• Creating and updating procedures and guidelines
• Creating and updating external knowledge base, how-to articles, guides
• Technical documentation proofreading 
• Maintaining Support System. Having analyzed the existing support system, performed a research on the Support Systems available on the market, tested a few, chose the final one, installed and customized as per Company needs. Kept adjusting it according to the changes in Support processes with the time.
• Analyzing the statistic in Support System

• Interacting with the Developers Team upon bug reports and feature requests from customers
• Participating in Development Team meetings on new features design
• Providing feedback on new features prior to the releases
• Occasional manual testing of the new features and bug fixes
• Project Manager assistant

• Creating a job profile for Support representative
• Creating a list of questions and test tasks for candidates
• Holding job interviews
• Onboarding and training new staff
• Performance review on staff's work, monitoring conversations with customers assigned to other Support representatives
• Holding weekly meetings of Support Team

Training, supervision;
Team management, shift management;
Review of correspondence with customers;
Performance review; 
Creation and adjustment of internal documentation: procedures, guidelines.
Adjusting processes to tools, configuring tools to meet processes
Being a part of the company with well-established internal processes or firm intention to build ones. 

Supportive, friendly atmosphere, commitment to company goals and values, trust, respectful attitude to colleagues. 

Days-off on weekends and Ukrainian public holidays, core hours between 9 am - 5 pm UA time, GMT +3 (or local time in case of relocation)