Position: client experience in tech
Category: Support
English level: fluent
Years of experience: 5

Fintech support: re-wrote an outdated internal KB for fintech, trained a team of 13.

Created an onboarding program for 5 newbies for a branding automation product.
Wrote process instructions, user manuals for proprietary tools, KB articles, training programs for support staff (L1-L2) & end users (non-tech-savvy).

Experienced with Banking Security, EdTech, Design&Branding, Websites&Domains&Servers management, video call platforms, British and US's housing systems, Travel&Booking.

Worked with vendors and customers from these markets: GB, USA, Singapore, Israel, Latin America, Europe, India. Can easily cooperate across different time-zones.

Answered calls, chats, emails via different CRMs: Jira, Help Scout, Zendesk, Intercom, Wix, Hubspot + custom CRMs 

Offered workarounds if in-build solutions weren't available

Participated in A/B testing, cooperating with Marketing and Product teams.

Created KB's and Training Programs. Managed Onboarding for new agents.

Managed refunds and retention plans, as well as high-stakes support disputes (with a reputation harm potential).
I would like Wed as a day off and work on either Sat or Sun instead.