• Managing a team of Technical Support Specialists• Leading projects to improve incident management and bug triaging processes

• Handling Jira escalations to provide solutions to users and report bugs to product teams• Monitoring services and managing incidents• Collaborating with product and support teams to improve the UX• Analyzing team quality; creating guidelines, processes and automations to improve it and giving one on one coaching to team members

• Providing customer service via live chat, phone and email• Taking part in training of the support employees

• Consulting HR Teams and reviewing internal systems of client companies in order to understand their organizational needs• Designing leadership academies to address areas in need of improvement• Assisting the chief consultant with conducting focus groups and training programs

• Managing clients and all operational processes including preparing training materials throughout leadership academy projects• Liaising with clients to identify and define project requirements; maintaining and monitoring project plans; organizing and participating in stakeholder meetings

• Assessing the accuracy of search engine results to improve the quality of the browsing experience