* Support Team management, and direct coaching work with 6 support agents.* Conducting regular 1-1s, doing reviews, and creating Growth plans for agents.* Creating and adjusting the global schedule for Support agents (10 agents). Incorporating meetings and training sessions into the schedule.* Creating playbooks, internal instructions, and courses for agents* Drafting Development/Improvement plans for agents, and collaboration with the HR Team on OKRs. Setting OKRs.*… Show more * Support Team management, and direct coaching work with 6 support agents.* Conducting regular 1-1s, doing reviews, and creating Growth plans for agents.* Creating and adjusting the global schedule for Support agents (10 agents). Incorporating meetings and training sessions into the schedule.* Creating playbooks, internal instructions, and courses for agents* Drafting Development/Improvement plans for agents, and collaboration with the HR Team on OKRs. Setting OKRs.* Liaising with the Enablement and Program Management teams to create internal courses and learning resources for agents to refer to.* Taking part in the hiring process, and conducting interviews with candidates. Also, I took an active part in an onboarding program launch for new hires on the L1 Team.* Collaborating with CSM, Sales, AM as well as Product, Operations, and Billing Teams to streamline internal processes and provide top-notch support to clients. * Spearheading various side projects in collaboration with Support Leadership and Leaders from other Teams (ticket categorization, new tool implementation, Zendesk Admin processes, etc).* Launching new internal processes for L1 and L2 tier agents (for example, a brand new Jira process for L1 implementation). * Work with such tools as monday.com, ClickUp, Cloudapp, Snagit, Zendesk, Wootric, Lattice, Coda, Skilljar, Miro, Tableu, PlayVox, Wootric, Ada. Participation in tool implementation.* Deep product knowledge from various angles, starting from different product workflows, and billing questions to integrations with different CRMs (SalesForce, HubSpot, Pipedrive, etc and API, White Labeling, SSO setup as well as Email deliverability issues.* Technical troubleshooting knowledge and participation in the emergency escalation process. * Taking over critical escalations, ability to hop on important cases, and navigate agents on how to resolve them.* Collaboration with the Quality Assurance Team on case calibration and evaluation process. Show less

* Communication with customers via chats, tickets, and screen shares.*Advanced CRM knowledge, work, and troubleshooting part for SalesForce, Dynamics, Pipedrive, HubSpot, Zoho and others.* Experience with Canva, Greenhouse, BambooHR, monday.com, Zoom, Google services, and Microsoft apps and integrations.* Writing playbooks and internal instructions for the internal Wikipedia.* Participating in the Emergency process, handling outages, updating the Status page, and communicating… Show more * Communication with customers via chats, tickets, and screen shares.*Advanced CRM knowledge, work, and troubleshooting part for SalesForce, Dynamics, Pipedrive, HubSpot, Zoho and others.* Experience with Canva, Greenhouse, BambooHR, monday.com, Zoom, Google services, and Microsoft apps and integrations.* Writing playbooks and internal instructions for the internal Wikipedia.* Participating in the Emergency process, handling outages, updating the Status page, and communicating outage updates.* Collaborating with Dev, Product, and L2 teams to facilitate case resolution, provide effective support, and improve internal processes.* Work with Jira, Confluence, Split, Amplituda, Allure, Kibana, Sentry, etc.* Setting up White labeling (custom domains), SSO.* Handling email deliverability issues and spam activity. Work with MX ToolBox, Mailgun, and GoDaddy. Basic domain knowledge.* Deep product knowledge, testing, bug hunting, reporting bugs to Dev, and advanced technical troubleshooting.* API & webhooks.* SDK, mobile testing for Android and IOS, troubleshooting.* Testing, and troubleshooting of Zapier, Make.com (Integromat) workflows Show less

*Providing support via live chat, screen shares, tickets.*Deep analysis, investigation, and troubleshooting of main customers' issues.*Managing and understanding integrations, handling complicated troubleshooting related to the integrations.*Keeping up with agreed KPI, SLA, CSAT, FRT, TTR.*Working with webhooks, API, SDR, basic knowledge of HTML and CSS.*Handling the pivotal billing cases.

Help customer support teams with strategic planning, customer satisfaction, and operational efficiency. My role is akin to being the architect of exceptional support experiences, where every interaction is crafted to delight and retain customers.

*Supporting different projects simultaneously.*Handling customers' requests via different communication channels.*Ability to work with different CRM platforms and systems.*Training new agents.*Taking responsibility for some projects as an Account Manager and a Backup agent.*Drafting and adjusting workflows for the projects that will be used by the agents.*Performing integration processes between different apps and platforms.

*Social media monitoring.*User comments analyzing.*Compiling, designing, and delivering reports on the results of monitoring.*Liaising with brand managers.*General planning, implementing, and monitoring the Social Media strategy.*Working with Excel, PowerPoint (reporting, monitoring, scheduling, etc.)

*Document translation.*Building and sustaining long-term relations with new foreign partners.*Сommunication with customers through various communication channels.*Participation and assistance in negotiations between company representatives and foreign partners.*Working with Microsoft Excel, Powerpoint, Word, Access.