Position: Head of customer service
Category: Support
English level: upper
Years of experience: 9

* The Support (SL1, SL2, SL3) department creation from scratch.
* The SLA and Severity process development.
* Development of the own quality assurance system.
* Creation and implementation of a unique KPIs system.
* The best in-game Support 2018 within Helpshift.
* The best 20 customer supports departments in 2021 by Netomi rating.
General RO:
* Participation in the process of hiring employees. Making the final decision on staff recruitment.
* Control and support the training program for new employees.
* Quality control and the response prioritization strategy of all requests based on value for the business (quality assessment system).
* Creation and support of a clear KPI system and monitoring of performance indicators.
* The VIP Support department creation, and support.
Communication with the TOP priority users/clients in the VIP Support program.
* Building a survey system for collecting feedback to identify customer satisfaction (NPS, CSAT, CES).
* Formation of the SLA as a unified system of interaction between clients and the product.
* Maintenance and support of regular reports for related departments of the company to convey main feedback and suggestions of users.
* Development of the supporting strategy for the social networks: accuracy, analysis of competitors, and search for trends.
* Implementation of the sales program.
* Support the return user program (LTV, RoC).

I am familiar with Jira service management, Zendesk, Helpshift, Incident management, Power BI, Tableau, and more other tools that can rise the productivity of the team.
I am looking for a new challenge that will allow me to use all my knowledge and experience to build a strong support service that can raise the empathy of external and internal B2B or B2C users to a new qualitative level and, as a result, bring profit.