Position: Customer Support Team Lead | Project Coordinator | Project Manager
Category: Support
English level: fluent
Years of experience: 3


To begin with, I worked as a Customer Support Specialist for 21 months at Namecheap Inc. Having become an experienced CSR, I decided to move further in the direction of the managerial position since I was eager to lead and drive a group of people to make them grow personally and professionally as well as contribute to the improvement of departmental and company processes. 

Starting from April 2021, I have been working as a Team Lead in the Customer Support area. I am involved in the development of my employees by guiding them throughout the entire career path in the company. Such activities include but are not limited to setting goals and tasks, motivating, assessing, and carrying out performance reviews both in terms of personal and team perspectives.

Starting from May 2022, I have taken over the second team and became the Team Leader of CS specialists from a foreign location (India). Currently, I am managing both Ukrainian and Indian teams and taking part in developing an Indian location in terms of the CS area in the Hosting department.

Along with the Team Leader duties, I act as a Shift Leader as well. I oversee a team of Customer Support Specialists (up to 60 specialists) on an assigned work shift and ensure effective workflow. Moreover, the role presupposes the facilitation of problem solving and resolving conflict situations. Being a Shift Leader, I am an escalation point who communicates customer feedback to the corresponding departments/staff (e.g., the Product team) in order to develop/adjust processes to serve customers better.

Finally, I am also interested in the positions of Project Manager & Project Coordinator. However, I would like to note that I have not dealt with the project management area directly before, yet there are many aspects of my current Team Leader role that correlate with the PM & PC positions. Therefore, I do not see any massive obstacles that may not allow me to master the nuances of a new field. Furthermore, I have a basic theoretical understanding of PM methodologies and project planning and execution stages. In addition, I am ready to learn new material to gain the required knowledge and, eventually, apply them in practice.