Position: Head of Support / Support Team Lead
Category: Support
English level: upper
Years of experience: 8

- Writing corporate literature (business model, corporate book, additions to the book, etc.);
- Writing instructions to the administration panel of the site;
- Consulting 100+ customers;
- Increase in turnover (monthly fees) in 200%;
- Increasing the quality of team knowledge and operability with a fixed number of employees (facilitation in learning teammates);
- Increasing team productivity twice with implementing the new tools (JIRA SD, creating algorithms of complex tasks);
- Implementing the study system for juniors and newbies with further upgrading their knowledge.
- Decreased the ratio of reopened tickets from 11% to 2%
- Increased customer satisfaction score to 98/100
- Global automation in support processes saved more than 500 hrs per year
I have extensive experience in managing the support/consulting department of a large franchise Internet company and fintech IT company for more than 8 years in total. Also, I have a huge experience in developing and implementing the processes. I took the position of a Scrum master. Have experience in leading simultaneously more than 30 projects personally, and more than 100 projects on demand. I have experience in work with developers and the QA team in controlling the quality of the current product and the new product, using Jira, MantisBT, Slack, Wunderlist, etc. Have experience in creating Support Department and teaching junior teammates.

- 8+ years of experience in managing teams
- 9+ years of experience in leading several projects
- 9+ years of experience in consulting customers in business development
- 9+ years experience in troubleshooting 
- Knowledge of web applications development process
- Experience in developing processes and their implementation
- Experience in creating a team and support department from scratch
- Experience in leading L1, L2, L3 Support team
- Experience in mentoring
- Developing and improving KPIs
- Extensive experience in supporting customers
- Experience working as a Scrum Master
- Knowledge of Agile project management frameworks
- Knowledge of the SDLC process
- Upper-Intermediate English
- Experience in project documentation
- Strong knowledge in HTML5/CSS
- Issue tracking systems (JIRA, Mantis)
- Proficient with the use of Skype, Slack, Google Docs, Dropbox, MS Office.
- Development methodologies (Agile, Scrum)
- Integrating monitoring tools (Google Analytics)
- Master’s degree in the Computer system and networks
- Master’s degree in Management
- Ph.D. student in Project Management
- Trips abroad with ability to relocation;
- Flexible working schedule;
- Friendly colleagues;
- Interesting projects;
- Opportunity for career growth;
- Ability to work remotely