Position: Customer support specialist
Category: Support
English level: fluent
Years of experience: 6


Customer Solutions Team Leader, Wix, Kyiv July, 2018 – November 2019

• Managed 3 geographically distributed teams of 18 customer support specialists who use understanding of the products to provide support and inspiration to over 100 million users around the world.
• Ensured that the team successfully achieved set KPIs
• Created Knowledge Base localization guidance for the customers
• Cooperated with 5 cross-functional departments (Product, Social Media, International Growth, Marketing, Localization)
• Interviewed job candidates and made hiring decisions
• Promoted best performers to higher positions
• Transformed customer feedback into product enhancements
• Presented the challenges and market specifics of CIS countries to the Product team
• Envision the big picture and break down the necessary steps to get there by delegating tasks & making decisions in an effective manner
 
Customer Solutions Specialist, Wix, Kyiv March, 2018 – July 2019

• Delivered professional customer support for the English speaking regions (tickets, chats, calls)
• Constantly educated me to keep up with the new features and products to ensure the best customer experience
• Established productive and friendly relationships with the teams in Tel Aviv, Dublin, Miami, and San Francisco.
• Presented the Road Map CS part to the General Management.
• Took part in the collaboration with the International Growth team to research the RU market and bring better solutions for the specific region