Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 9

1) creating a self-sufficient team with a clear hierarchy;
2) auto-reply system that covers ~35% of issues
3) staying long-termed friends with ex-customers :-)
1) 1,5 years
Company: QuartSoft
Position: Community Manager

Communication with native speakers via email, social networks
Creating content for the Facebook group
Maintaining viral interest in the product
Working with user database

2) 5 years
Company: Murka: 
Position: Customer Support / Team Lead

Resolving users' issues via Zendesk / Helpshift system
Creating and adjusting the team processes (15+ people)
Hiring process: interviewing, accepting/rejecting candidates
Mentorship
Work with admin panel/database
Unique VIP system for 'whale' players
Auto-reply system: automation, chat-bot
Negotiation calls with American and Indian partners

3) 1 year
Company: Murka
Position: Project Manager

Team planning (15 people, art team + dev team)
Daily, weekly, quarterly, and non-regular activities
Communication with CTO, PO, BI, analysts, and other teams
Building strong optimization processes
Writing documentation, release docs, etc.

4) 1 year
Company: Playtika
Position: Incident manager

Handling production incidents: prioritization, escalation, reporting to stakeholders
Communication and close interaction with RnD, Marketing, Economy teams
Working with databases (basic SQL queries), back-office tools

5) (since March 2023)
Company: Smart Project
Position: Head of Customer Support 

All the stuff a Lead usually does (thank you for reading through all of this)
I expect from the employer:
1) to be on an equal footing with me;
2) honest, adequate, and timely feedback;
3) high vision of the direction of the company

I'm not ok with:
1) calls;
2) micro-management;
3) non-passionate people.