Position: Head of Customer Support
Category: Support
English level: intermediate
Years of experience: 11


- Department re-organization, KPI system, team motivation, and control
- Documentation formation: procedures, instructions, product features' description
- Service quality standards - adaptation, control, team scoring 
- Communication channels introduction (calls/SMS and other) - scripts, contact triggers
- Personal VIP strategies - recommendations, next-level motivation, complaints, NPS, retention