Position: Customer Support Team Lead
Category: Support
English level: upper
Years of experience: 5


I am a goal-oriented and focused on service success support lead with 5 years of experience seeking a position as a customer support lead with a company that focuses on development and customer loyalty, and satisfaction growth.
Now I am working as a Customer support lead and my key responsibilities are:
- Monitoring performance and leading 3 CS teams (1st/2nd lines, management) to achieve KPIs;
- Developing KPI system for CS agents and managers;
- Evaluating customer feedback and identifying ways to maximise customer satisfaction through measuring CSAT, NPS; 
- Integrating service desks in order to improve CS service and product overall (LiveAgent/Zohodesk);
- Producing efficiency reports to higher management;
- Planning team rotas to make sure that there is sufficient cover at all times.
Account management