- Handling incoming sales and support chats while aiding customers in streamlining their workflows.- Providing advisory consulting for automation tools and options, with expertise in setting up automation through platforms like Make.com, Zapier, n8n, or any other tool integrated into the client's CRM.- Creating and translating user-friendly automation manuals for easy implementation.- Streamlining internal company processes, such as follow-ups, through effective automation.

Processing incoming email traffic. Directly assisting customers with the software installation/setup, troubleshooting/bug fixing. Advisory consulting services for third-party products/services. - Customer on-boarding: email communication with customers on purchased products and services (communication language: English). - Escalating and managing requests from customers to L2 technical support and vice versa - Forwarding processed email traffic to other departments (sales, custom modifications, DevOps). - Writing/translating FAQs, manuals, user guides and instructions for customers (translations: from Russian to English)

Building Customer Support and Testing teams with 7 new team members. - New team on-boarding/training and management- Creating SLA. Implementing new processes and adjusting existing ones to meet SLA’s- Standardizing responsibilities: separating support from testing- Managing daily customer support and testing workload- Managing highly unsatisfied costumers and refund requests- Participation in Product Development- Product release management: acceptance testing of the final software package, updating demos and iOS/Android applications

Technical customer support and testing responsibilities:- Processing incoming bug reports: troubleshooting, fixing and escalating to the Development team when needed- iOS/Android apps: compiling and submitting apps to Apple Store/Google Play - Manual testing of custom modifications purchased by customers- Basic SEO services (assistance with meta data and Google Search Console)