Position: Customer Support Manager
Category: Support
English level: fluent
Years of experience: 4

As an Account Manager's Team Lead, I built a team of 14 strong Account Managers on a brand new project within the company and created all the general flows and procedures their work was based on.
I have been working as a support team member for about 4 years, and my path started back in September 2017, it was an IT company the gave me the most significant experience in different positions. 

September 2017 — December 2017 - Customer Support Representative
- assisting customers in chats / over the phone (both outgoing and incoming calls) / via email;
- introducing / advising on company product;
- resolving minor issues / complaints customers may contact support with.

At the end of December, 2017 I got a promotion and joined the Shift Managers' team.

January 2018 — September 2019 - Shift Manager
- assisting support team during the shift;
- taking control over all the processes, taking care of any issues (including technical ones, by reporting them to the relevant parties);
- communicating with other departments in regards to customers' issues or support team's needs;
- negotiating over the phone / in chats / via emails with customers.

And I was lucky enough to get another promotion, to the Account Managers' Team Lead position. 

October 2019 — May 2020 - Head of Account Managers' Team
- hiring and teaching new account managers;
- managing and organizing the workflow;
- implementing and structuring the internal procedures for optimizing AMs' workflow;
- preparing comprehensive monthly-based performance reviews; 
- analyzing the daily/weekly/monthly statistics for department strategy purposes.

At the present time (since June, 2020), I work as a Senior Support Agent / Product Support Team Lead for another IT company - it was my decision to apply for a Support Agent position, so I could learn the new product and grow in this company.
As a Support Agent, I work with incoming requests from the customers (chat, phone, email), advise them on our product, work with their objections or concerns. 

As a Product Support Team Lead, I manage a team of several support agents that support a special product within the same company. I'm involved in the onboarding of the new members and providing feedback to the Technical Team and the product developers regarding the product performance, customers' complaints and bugs detected. 

However, since there have been no open positions and there is nothing new I could get from this company or nothing I could give it in my current position, I am in search of a job that would give me more responsibility and opportunities to improve my professional skills, as well show myself as a leader.
I hope to find a company of strong and motivated professionals, with a position that would let me master my skills and gain new knowledge. 
It would be wonderful to work for a product company and I prefer not to be involved in sales or Forex.