Position: Customer Care Leader, Support Manager, Head of Support
Category: Support
English level: fluent
Years of experience: 7

Established a team of 24/7 support.
Improved support KPI and the way they are calculated (Salesforce)
Leading a newly created chat department
New workflows and procedures were written and successfully implemented.
• Managing the 24/7 technical support team
• Establishing work procedures and processes according to department standards
• Managing the flow of day-to-day operations, leading and prioritizing workload, handling escalations, etc.
• Promoting self-service plans to reduce the number of incidents
• Meeting and exceeding established support KPIs (Salesforce)
• Presenting the team performance reports
• Incident management and providing RCA documentation
• Raising support related concerns, issues, and improvement feedback to the management
• Maximizing team productivity
• Responsible for the new employee onboarding, team training, and knowledge management
• Team members performance evaluation
• Keeping high team motivation
Working during regular UA business hours.
Not interested in relocation to another city.