Position: Customer Support Team Lead/Head
Category: Support
English level: fluent
Years of experience: 5

I joined the Wirex company (the company I had worked in until December 2022) in 2017 as a usual customer support agent. I had come through working as a chat agent, b2b customer agent, shift leader until the moment I got promoted to the manger's position. Throughout the way I was switching over to different duties, which I coped with quite well to reach the post of a team leader. My best achievement is a successful management of 30+ people withing a single team, which in fact had been recruited solely by myself. What is more, without the proper background I got the position of a Delivery Manager/Product Manager in the R&D legion of the company, which I would have been holding further on but for the company financial issues. 
Additionally, I set up all the configuration in Freshworks CRM - Freshchat, Freshdesk, Freshcaller from scratch since we (support department) had moved away from Zendesk.
Project Manager/Delivery Manager - August 2022-December 2022 
My duties included:
• Leading fiat & card domains;
• Managing team routines, updating and leading communication;
• Management and improvement of delivery process: feature scoping, task 
grooming, sprint planning, prioritization, release planning, etc.;
• Facilitating teaming up for feature delivery on a timely basis;
• Provision of feedback, arranging internal productive communication within 
the team, scheduling and leading meetings, issues resolution;
• Arranging communication and problem solving across domains (teams);
• Reporting: delivery status, development/testing status, keeping stakeholders 
informed on the changes/adjustments, etc.

Senior Customer Support Lead - November 2019-July 2022
• Managing a team of 30+ chat support agents:
 Interviewing and employing new agents followed by guiding them 
through the probation period and on;
 Preparing documentation with the team;
 Performance review, provision of feedback to agents, conducting 
team meetings and 1v1’s;
 Maintaining team performance, satisfaction, and retention high;
 Setup of working schedule;
• Freshdesk integration:
 Setup of automations for smooth running of CRM for department’s 
part;
 Building relevant queues to segregate customer tickets by topics and 
departments involved in working with CRM;
• Freshchat integration:
 Conduction of Freshchat setup from scratch & composition of guides 
on Confluence;
 Implementation of two chatbot variations for automated processing of 
customer queries along with introduction of auxiliary tools;
 Maintaining smooth running of Freshchat: interaction with supplier 
on issues/bugs/updates on the system;
 Drawing up articles on Confluence pursuant to Freshchat break-down 
and ‘how to’ for chat team;
• Freshcaller integration:
 Building IVR branches from scratch;
 Arranging a team to process customer cases through phone support 
followed by leading them;
 Drawing up guides along with use cases on Confluence for phone 
support team;
• Responsible for implementation of bonus system for chat and phone support 
teams.
I am looking for a product settled company, which holds their goals on development of the product crystal clear. What is more, the country of origin of the company in question does not matter - I am ready to work in a friendly envoirment being result-oriented. Ready to take over a team of build one up from scratch.