Position: Head of customer support
Category: Support
English level: upper
Years of experience: 4

Successfully built and managed a support team from the ground up (day & night shift), including:
- Developing job descriptions and identifying hiring needs
- Creating and implementing a comprehensive training system for support staff
- Training new team members to provide excellent customer service
- Developing and updating a comprehensive FAQ for players to provide answers to common questions and issues
- Conducting regular audits of support interactions to ensure compliance with quality standards
Lionsale.ru
January 2017 - June 2018 
Account Manager in the Russian real estate market

Managed communication with clients at all stages of project development, including:
	•	Receiving technical specifications and changes from clients
	•	Creating and overseeing the execution of these tasks by designers and developers
	•	Providing technical support to clients after project completion
	•	Conducting regular communication with clients to ensure their satisfaction


SmartProject LTD
April 2019 - February 2023 
Customer Support Team Lead in gamedev company 

- Successfully built a customer support team from scratch, hiring and training employees (3 people); 
- Monitored and ensured quality customer service; 
- Successfully led a team of customer support representatives through multiple game updates, keeping team members informed and trained to deliver exceptional customer service during periods of high user activity. 
- Collaborated with development team to resolve complex cases 
- Created and maintained work documentation, including FAQs for customers and knowledge bases for employees 
- Monitored and analyzed key performance indicators (KPIs) to identify opportunities for improving productivity and customer satisfaction within the customer support team
- Led the administration and management of social media communities including developing and executing social media content plans