Position: Customer Support Team Lead / Manager
Category: Support
English level: upper
Years of experience: 5

Creation of the knowledge base for support representatives, which contained around 400 pages. The special feature was the ability to use it with various support channels — mail, chat and call-center.

Advanced written and verbal English skills. Advanced markdown and HTML user.
Customer Support Manager with almost 5 years of experience. Worked both in startups and large corporations (Yango). Throughout my career progression from customer support representative to manager, I have never lost sight of the fact that employee satisfaction drives performance. Through working with key metrics and knowledge bases, I have consistently increased customer satisfaction and optimized team performance.

— Customer support management.
— Interaction with the product team on improving service, application and internal tools. 
— Creating and managing tasks for technical writers in agile system.
— Meetings, work reviews.
— Improvement of the customer support metrics, such as CSAT, FRT, ART and Backlog time.
— Writing and improving answer patterns and the knowledge base. Technical content writing.
— Workflow development.
— Handling complex and sensitive issues with the product team. 
— Work with the payment monitoring system, analysis of errors in payments.
— Creating an onboarding system for new employees and partners.
— Traffic monitoring of the platform (Grafana, Kibana), reporting and elimination of critical incidents.