Position: Head of Support
Category: Support
English level: upper
Years of experience: 7

1) Managing a team of 25 members achieving high performance rates (98% CSAT); 
2) Achieved successful market entry into Asia and South America;
3) Established L1/L2 Support processes for new markets;
4) Expanding Zendesk functionality by configuring integrations with other solutions: Chargebee, Pipedrive, etc;
5) Successfully integrated chatbots such as Telegram and Discord, and configured automation through triggers;
6) Implemented customers feedback system with high response rates.
Currently, I manage a team of 25 members, working across multiple markets and languages. The team consists of several levels of support, including L1/L2.
We've established effective collaboration with the DevOps team and developers to ensure swift response to incidents. Also, we are constantly in touch with the Product team to address specific customers'  requests in the most efficient way.

I have experience in:
- Organizing trainings and education for the team;
- Preparing the team for the launch of new modules and functionality;
- Mentoring  team members for professional growth and best results.

I am driven by the desire and inspiration to further evolve as a Manager and to establish high-quality processes for teams collaboration in order to swiftly and efficiently address all clients’ issues and requests as well as gathering customer feedback on service functionality.