Position: Head of Customer Support / Customer Support Team Lead
Category: Support
English level: fluent
Years of experience: 5

4+ years as a Head/Team Leader
Managed a team of 24 people
Increased average customer feedback rate by 0.8 points (from 8.4 to 9.2)
Increased repurchase rate after refund (from 28% to 41%)
Developed several support-related CRM processes from scratch
Jul 2018 - Dec 2022
As a Team Lead of the Quality Control Department (Customer Support and Freelance Support), I:
Ensured constant quality control of customer support agents
Developed KPIs and OKRs for each team member/subdivision
Created A/B tests to validate or invalidate hypotheses
Wrote several guidebooks for the internal knowledge database
Supervised a disputed billings subdivision
Managed a team of 24 people
Developed several new processes for an internal CRM system
Made decisions independently and collaboratively on product quality-related challenges
Tracked team member performance closely to quickly intervene in mistakes

Jun 2016 - Jul 2018
As an Account Manager, I:
Identified high-risk clients 
Tracked and reported on account performance and prepared regular reports for senior management

Dec 2014 - Jun 2016
As a Dispute Resolution Specialist, I:
Granted/denied refund requests on a case-by-case basis
Resolved disputes between clients and freelance workers
Analyzed and evaluated controversial issues