Position: Customer Success Manager
Category: Support
English level: fluent
Years of experience: 5

Being promoted to a team lead after just one month of starting working in support

Managing a team for 24/7 support on 5 projects for 2 years
Composing 3 product knowledge bases and training plans from scratch

Training a total of 15 new agents on 3 different projects
Increasing and maintaining customer satisfaction at a 93+% rate

Always meeting deadlines

I gained fluent spoken and written English after living 2,5 years in the USA
December 2022 - nowadays - Customer Support Team Lead at Smarter Contact
December 2021 - December 2022 - Customer support representative at Smarter Contact.

Responsibilities:
- Ensuring each customer gets outstanding customer experience and care throughout his journey with the software

- Managing a team of four support agents, monitoring performance and work satisfaction, and conducting training

- Creating and keeping up-to-date project support documentation - Help Center, product knowledge base, internal guides, and macros

- Cooperating with other departments (Sales, Marketing, Success, Operations) and consulting them on product-related questions

- Applying and keeping track of special rates, discounts, offers, and refunds on Stripe

- Reporting and analytics

August 2018 – December 2021 – Customer support representative/Team Lead at Support Your App Inc. (Remote)

Job duties:
- Providing complex technical support for IT solutions in chats, via calls, and emails

- Investigating and troubleshooting tech issues and difficulties end users experience with customers’ products

- composing and keeping up-to-date products’ Standard Operating Procedures, Knowledge Bases and Training/onboarding plans

- supervising agents’ performance, providing Quality Audit on a monthly basis, and training new agents

- filling in reports and tracking analytics for Vendors

- communicating with Vendors regarding the team performance.
I'm looking for a company with an interesting product/solution and a vision for its growth and development. 

Looking for regular working hours up to 10 PM EET (Kyiv).
I would NOT like having night shifts, and for sure, I have no will to work with "russian federation" or "belarus".