Position: Customer Support Manager
Category: Support
English level: upper
Years of experience: 6


Apr 2021- Present
Legal & Abuse Team Leader

Led a team of 15 customer support representatives, ensuring the delivery of high-quality customer service in a fast-paced environment.
Conducted regular performance evaluations, provided constructive feedback, and identified opportunities for professional growth and development.
Created and maintained performance metrics and KPIs to monitor team and individual performance, driving continuous improvement.
Implemented effective customer service strategies and workflows to optimize team efficiency and maximize customer satisfaction.
Acted as a point of escalation for challenging customer issues, demonstrating strong problem-solving skills and the ability to diffuse difficult situations.
Conducted regular team meetings and provided ongoing coaching and mentoring to enhance team members' skills and performance.

Jan 2020 - Apr 2021
Legal & Abuse Supervisor

Led and supervised a team of customer support new representatives, ensuring exceptional service delivery and customer satisfaction.
Developed supervising programs, templates, and documents.
Provided guidance, coaching, and support to team members, fostering a positive and collaborative work environment.
Monitored and evaluated individual and team performance, identifying areas for improvement and implementing targeted training and development programs.
Gave lectures on cybersecurity topics (phishing, fraud, DDoS, malware, etc).
Participated in cross-departmental activities aiming to analyze, improve and develop the existing processes of talent education, and evaluation, contributing to talent evolution.

Nov 2017 - Apr 2021
Legal & Abuse  Representative

Investigated Internet infringements and violations of Internet laws.
Provided exceptional customer service and support to clients, addressing inquiries, resolving issues, and ensuring a positive customer experience.
Handled a high volume of customer interactions via tickets, maintaining a professional and friendly demeanor.
Collaborated with cross-functional teams, such as domain product and technical support, to address complex customer issues and ensure prompt resolution.