Position: Customer Support
Category: Support
English level: fluent
Years of experience: 8


WowWombo Cosmetics/e-commerce/Head of Customer Care
2019-PRESENT, remotely

 Organize the work of the customer service department, focusing on customer care;
 Conduct a general audit of the work of the support service, present conclusions, recommendations and plans to business leaders;
 Constantly improve interaction with clients in key channels;
 Build quality customer service: form rules and standards of customer service, systematize processes, compile communication algorithms and response scripts to ensure successful results for customers;
 Monitor and analyze the quality of customer service, assist support specialists in closing non-standard issues;
 Process complaints, resolve disputed issues with clients and implement measures to prevent their recurrence in the future;
 Scale the department according to the pace of business growth, identifying talent needs and attracting them to work;
 Provide continuous development and training of the team, develop a training and certification system to increase the efficiency of specialists and improve interaction with customers;
 Closely cooperate with other departments of the company to ensure effective cross-functional coordination, in particular with production for timely updating of product information;
 Carry out constant monitoring of industry trends and developments, analyze the possibilities of their implementation in the company to improve the service.
 Experience of working with international markets and English-speaking clients in different time zones, preferably the USA, Canada, Australia;
 Experience in managing teams of 5 or more people, preferably experience in managing remote teams;
 Experience in organiz

Moonmagic Jewelry/e-commerce/  Customer Support Agent 2020-2021, remotely/part-time

WeddingForward/ e-commerce/SMM and customer Support manager
March 2018 - 2020, remotely
- Answering emails & live chat
- Managing complains, account adjustments, coupon
redemptions, other requests
- Prepare various metrics reports (cancellations % and so on)
- Follow up with customers to prevent cancellation
- Managing company reviews
- Managing FB and Instagram pages
- Content writing