Position: Head of Global Support
Category: Support
English level: fluent
Years of experience: 11

The following achievements demonstrate my qualification for this position:

Conceptualizing and implementing strategic initiatives to propel the achievement of corporate goals and objectives.

Building Global Customer Support department from the scratch.
Developing and improving main support processes like:
- Incident Management
- Request Management
- Change Management
- Major incident escalation procedure
- 24/7 schedule
Including development and implementation of KPIs.

Demonstrating top-flight staff recruitment, training, and management talents while building a proper retention strategy for the current team members.
•	Product customizations and extensions development.
•	Product implementation
•	Product Global support
•	Operations and Account Management
•	Customer Success
•	Collaborate with executive leadership, other divisions, and departments to develop and meet company goals. 
•	Ensure that departmental decisions and project plans such as those for staffing, development, organization, material efficiency, hardware acquisitions, and facilities are in line with the organization's business plan and vision.
•	Establish and administer the department’s budget.
•	Presents periodic performance reports and metrics to the chief executive officer and other leadership.
•	Maintain knowledge of emerging technologies and trends in operations management.
•	Performs other related duties as assigned.
•	Manage 60+ people in several teams.
Looking for a remote opportunity to build/lead/improve Global Customer Support service.