Position: Head of Customer Support, Customer Support Team Leader
Category: Support
English level: fluent
Years of experience: 5

- Created and performed each-month evaluation scheme for agents.
- Described and protocolized the support team processes and created a knowledge base.
- Built and implemented a new department scheme based on company needs and agents straights.
- Set and aligned teams’ KPIs to global company goals and ensured those are met.
- Launched remote team (hiring, onboarding, training).
- Successfully launched support service for 5 projects, created knowledge bases and reporting schemes
5+ years of experience in Customer Service (both Sales and Support processes; B2C product, English-speaking countries). 
3+ years of managing in-house Customer Service team for Ed-tech product company (30+ agents) 
2+ years of managing remote Customer Service team for several outsourced projects (20+ agents)
Completed courses of Product Management and Marketing.

NO EXPERIENCE IN TECH SUPPORT
Ready to build outstanding customer service team and processes from scratch or join the existing team