Position: Customer Support Team Lead/Project Manager
Category: Support
English level: upper
Years of experience: 3


- Successfully managed a Support team of 15 agents, overseeing coverage, scheduling, trainings, QA, SLA, and CSAT to ensure high-quality customer service and satisfaction.
- Developed and implemented effective communication strategies to facilitate collaboration and coordination between different teams within the company, resulting in streamlined processes and improved overall performance.
- Conducted regular evaluations of Zendesk platform and processes, identifying areas for improvement and implementing solutions to meet team requirements and improve efficiency.
- Designed and delivered comprehensive blockchain trainings to the team, enabling agents to provide knowledgeable and effective support for cryptocurrency customers and contribute to the company's thought leadership in the industry.
- Fostered a culture of continuous learning and improvement, providing ongoing coaching and mentorship to support team members' professional development and improve team performance.
As an employee, I expect to be involved in projects that are interesting and intellectually stimulating. While interesting projects are important, I also expect to be challenged in work: to be given tasks that push beyond my current skillset and require to learn and grow. This could include working on complex projects, collaborating with teams from different departments or countries, or taking on new responsibilities that require to stretch your abilities.