Position: Team Lead of Customer Support
Category: Support
English level: upper
Years of experience: 2.5


I'm a Team Lead of the Customer Support team for 1,5 years. I do have an experience with customer support for a year and then became the team lead. My job was to build the right communication between employees and customers, to provide the best service to customers. Also, setting up processes within the team and communicating with other departments. Due to the constant work with the main metrics I can set up the KPI for the whole team, and analyze the quality of the work. 

Also, compiling documentation, building schedules and analyzing existing clients. Working with stressful clients, improving the quality of employees in the department, holding 1:1 meetings, building further plans within the team, introducing a bonus system, introducing metrics to track the growth of the client base/requests, analyzing frequent client cases and so on.