Position: Customer support manager, Customer support team lead, Head of customer support
Category: Support
English level: upper
Years of experience: 3


From a past year experience, serious electricity issues are expected in Ukraine this fall. That is why I would like to mention that my laptop handles 10hrs of active screen on a single charge, so I have no issues working on shifts.  

At the moment I have almost 3 yrs of experience in a customer support. 
I've started from working as a customer support manager in an online casino back in 2020. It was a pretty tough job, as on my position I were working with regular players who are often the angriest and the most annoying. The Q1 of 2020 also was a period of global lockdowns so online casino's traffic was growing significantly and support service was constantly overloaded with incoming chats and emails. Despite the fact that the job was pretty hard, it helped me to understand all principals of successful and stably-working online casino.  It gave me a strong understanding on how does customer support team work, how does it cooperate with financial and security departments and how should organizational structure should look like to ensure the stable work of all online casino. I worked in this position for 8 months before quitting. 

2 yrs ago from now I started a new position with a company where I am still employed.. 
I started as a customer support manager on an e-commerce website. At the beginning I was the one of two persons who were working in the team (the support service was not 24/7 due to a lack of inquiries). The platform was growing quickly so after 6 months of working I was promoted and entrusted with creating an effective 24/7 customer support team. 
On a new position, I've trained new team members, measured their effectiveness and making sure that everything works stably. My duties also involved creating weekly reports for a top management about quantity of inquiries and overall effectiveness of the team.