Position: Head of Customer Service / Customer Service Manager
Category: Support
English level: fluent
Years of experience: 11

Achievements:
- built Customer Support departments and all processes from scratch: 3 companies; 
- hired teams of 10 - 15 people for 24/7 schedule: 2 companies;
- together with the team achieved SLAs: Calls: 20 sec to pick a phone, 15 sec to start a chat, 1 hour to answer e-mail with 24/7 support, and high load (over 20K incoming requests).

Courses and trainings: 
- Apple Certified Support Professional 
- Leading By Example
- Coach, mentor, and a pro-active person who grows people
With over 14 years of experience in cooperation with people of different roles, I've learned how to be a responsible, confident, open-minded, and reliable person. With all my knowledge of organizing, motivating, and setting up teams from scratch to successful and result-oriented, I'm always looking into new approaches to help people and implement new technologies that improve people's lives. 

Experience:
- Manage the team of 9 Support Engineers and two outsource teams of 30 people.
- Provide full cycle of support: from the product idea to features collection, sync with the product team, follow beta releases, communicate with customers, collect feedback.
- Research and implement new solutions that improve department work and communication.
- Resolve the most complex and sensitive questions with the customers.
- Cooperate and manage cooperation with QA and Dev teams for the fast and best problem resolution. Cooperate instantly with the product team to sync customer pains and software improvements.
- Report on user activity, provide details on user-reported bugs and issues.
- Communicate with the Company's business partners.

Hard skills:
- Strong skills in technical issues troubleshooting, starting from the very beginning and in-depth analysis of logs.
- Experience in Customer Support systems integration, development, and improvements (Zendesk, Jira, Intercom, Readme, Freshdesk, Pipedrive, Zapier).
- I have in-depth knowledge of operating systems, including Windows OS, macOS, Android, iOS, tvOS systems.
- I have a good understanding of Software Development Lifecycle: Alpha, Beta testing, MVP, public releases for the big audience.

Soft skills:
- Self-motivated person.
- Reliable and can work under pressure or stress.
- I deeply understand customer needs and wishes.
- Responsible and willing to take responsibility.
- I can coach and mentor.
- Collaborative and ready to build strong teams.

Thanks for considering!
I want to join a Customer-focused Company that wants to set up from zero or to level up existing and get a world's top-rated Customer Care Service.

I'm ready to start either as an individual contributor at the startup and build up everything or join the existing Support Team and put all my skills and efforts on the improvements, including not only team management, but also coaching, mentoring, and developing strategies.