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

- Created the number of onboarding scenarios that improved the product usage
- Built a template base adopted by other support managers making customer interactions faster and easier
- Senior Customer Support manager (6+ years of experience) with extensive knowledge of SaaS and Product domains.
- Highly skilled in managing and developing customer support teams, handling escalations, and driving customer satisfaction to improve retention rates.
- Advanced English - 6+ years working with native speakers (calls, chats, emails, etc.)

- Able to analyze and resolve hard cases on the go.
- Demonstrated experience in analyzing customer data, identifying trends, and implementing solutions to improve customer experience, reduce churn, and drive revenue growth.
- Experienced in collaborating cross-functionally with product, sales, and marketing teams to ensure alignment on customer needs and priorities.
- Proven ability to work in a fast-paced, dynamic environment and adapt to changing priorities, managing multiple projects simultaneously and meeting tight deadlines.

My career timeline:
- Customer support & customer success (US) — 2 years;
- SaaS B2B & B2C support (US, CA, AU & EU) — 2 years;
- Account management (US) — 2 years
- Product company
- Remote work