Position: Support Engineer (team lead)
Category: Support
English level: upper
Years of experience: 4

Key accomplishments on the position:
- created and developed support department basically from scratch;
- optimized support department and established KPI for improving customer loyalty; 
- created knowledge database for Support.
Current position - Support Team Lead (2019 - present)
- managing the Support Team (3 support agents);
- establishing internal processes and knowledge base for support;
- recruiting and training new support agents;
- leading the daily activities of the support team to ensure that all work is completed according to the targets set; handling all escalations from the team members;
- handling payment issues and escalating it to the depatment in charge;
- establishing the process of continuous feedback sharing with internal teams to overcome clients expectations; 
- gathering customers' feedback to ensure the excellent service is providing;
- collaboration with PO’s and other stakeholders on processes optimization.


Customer Support Representative (2016-2019)
- Deal directly with customers either by email or ticketing system (Zendesk, Intercom) Respond promptly to all the inquiries, handle and resolve complaints;
- Managing fraud, and account hijacking queries;
- Processing of billing and payment requests;
- Providing vital product insights and feedback from customers to the relevant departments Perform customers verifications;
- Forward requests and unresolved issues to the designated resource;
- Sales support (working closely with sales CRM);
- Manage customers' accounts, follow up on customer interactions - Training of new members of customer support team Proofreading and translation.