Position: Customer Support/Community Manager
Category: Support
English level: fluent
Years of experience: 3


Order manager:

- order lifecycle monitoring;
- providing instructions and guidelines for improving the work process;
- manual distribution of problematic orders among freelancers;
- resolving various concerns starting via system messages, email, Skype, and phone calls.

Customer Support Shift Team Leader:
- monitoring the KPIs of the team, the quality of service, and the correctness of responses to customers;
conducting mentoring sessions to the newly hired customer support agents
- creating a healthy climate in the team and increasing productivity;
- creating a work schedule;
- managing the support team and providing assistance to resolve complicated cases on the shift;

Customer Support Representative
Livingston Research Feb 2020-Present