Position: Team Lead
Category: Other
English level: fluent
Years of experience: 7


Customer Support at Namecheap
August 2012 - September 2013

Providing domain related support to customers of Namecheap.com via chat and ticket systems.

CS Domain Shift Leader at Namecheap
September 2013 - January 2016

- Managing Support shifts of Domain CS Department in multiple locations;
- Organizing and managing the workflow, spreading the load on shifts;
- Ensuring that the customers receive the top-notch service in a timely manner;
- Updating internal documents;
- Being the first point of escalation on shifts for internal and external customers;
- Reporting bugs;
- Resolving any possible conflict situations;
- Responsible for all outages and incidents occurring on the shifts.

CS Quality Assurance Team Leader at Namecheap
January 2016 - now

- Selecting, hiring and on-boarding new CS QA representatives; 
- Leading and driving team to meet performance targets and expectations; 
- Distributing and delegating tasks; 
- Worked on designing and implementing a model for customer support efficiency evaluation; 
- Carrying out regular performance reviews; 
- Developing team members providing coaching on areas of development and constructive feedback to help them develop, improve, and enhance their skills and knowledge; 
- Organizing and heading meetings (one-on-one and group meetings).