Position: Customer Support Team Lead
Category: Support
English level: fluent
Years of experience: 2

I am deeply proud of my training and mentoring experience in support teams, as well as establishing the connectivity in between user‘s and product teams like BA and R&D, and liaise with them about company's users’ needs. I enjoyed working with B2B complex cases, and strengthening small business owners in their online presence journeys in hardest times of 2020.
I have been supporting clients of large IT companies since July 2019 via tickets/emails, live chats, calls, and online sessions with screen share, and I do it equally well in English, Ukrainian and Russian languages. Before that, I worked in a digital agency as designer and Project Manager.

My particular strength is Customer Care, personalization, empathy and thoughtfulness. I can understand the challenges and goals of the business, which can be relieved by eliminating technical problems or improving the workflow with the usage of our company's software. I always listen carefully and ask additional questions to ensure I am providing the customer with the most relevant information.

I can effectively collaborate with other departments and teams in order to provide the best solution, analyze customer’s needs according to the business type and processes, work with different interfaces (Wordpress, custom admin panels) thanks to the good understanding of UI/UX principles and hierarchy in IT products.

I know how and where to find the data I need quickly, and I use every chance to test the solution I'm going to offer - my ultimate goal is to provide a flawless customer experience apart from just troubleshooting and to bring that vision to my team. I have truly enjoyed training and mentoring other support team members. Technical specialists enjoy working with me because I formulate requests as clearly and succinctly as possible. I am always glad to provide the client with an optimal solution to an issue or generate a suitable workaround.
I would like to share my experience as a Support Team Lead in a product company. I would like to bring my vision of support team as the one, that directly influences the reputation of whole company and product, and that support team can and should be the source of valuable user's feedback to other teams, which gives developers clear understanding of user's needs.