Position: Customer Support Team Lead/Operations Manager
Category: Support
English level: upper
Years of experience: 5

Analyzed project demands and hired a team to fully cover them.

Created a full employee life-cycle for supply agents, which included hiring, onboarding, adaptation, development, and off-boarding.

Made significant improvements to an existing quality assessment system that could efficiently evaluate the performance of each member of the team and the team as a whole. 

Set up relevant OKRs that corresponded to the current stage of project development, thus giving the team an understanding of what to focus on to get the maximum profit.

Connected CS Team and Business Team so that the company's tone of voice could truly represent the company's values and policies.
Dear Recruiter,

I started working as a Customer Support Manager in September 2017.  For 5 years, I was a CSM, Senior CSM, Quality Assurance Manager, and CS Team Leader. 

For now, I am managing the international CS Team (Chinese-speaking) in a crypto mining company. We aim to provide efficient tech (mining-related) support to our customers in China. 

During these 5 years, I have worked for Ed-Tech, Gambling and Mining projects. My responsibilities included:

1. Communication with customers from China (in Chinese), USA and Europe & handling complex requests;
2. Building and maintaining strong, long-lasting relationships, working on customers’ loyalty.
3. Adaptation, onboarding and mentoring new-comers, off-boarding process for CS team and supply agents;
4. Quality evaluation and assessments, 1*1 meetings for the CS team aimed at improving the quality of the service;
5. Develop schedules, a motivation system within the team, including a personal development plan (moving from Junior grade to Middle, etc);
6. Setting & tracking main KPIs/OKRs; 
7. Creating communication flow between departments to ease and speed up problem resolution and updates exchange;
8. Creating documentation, like CS instructions and notes, product descriptions;
9. Identifying bottlenecks and complex areas in processes, cooperating with teams to find the best solution;
10. Cooperating with the Product Team, took part in hypothesis testing.

In August 2022, I completed a Brand Management course, and am actively implementing the knowledge gained there into the work, for example in terms of communication strategy & tone of voice. Besides that, now I understand how branding works and how important it is, starting from the identification of company’s values to interaction with different TAs at each level of brand development.

I am ready and able to learn fast as well as share my ideas and experience.
I enjoy managing teams and helping to set the processes that would benefit both team and business. I am interested in a position, where besides working with the CS team, I can also apply and develop my skills in process optimization, team management & development, product improvement, and brand development. 

Would like to join a company with transparent & ecological internal policies and growth opportunities where I can both apply and improve my experience and skills.