Uproad is a mobile app created for collecting toll fees posted during trips within the United States. As a Head of Customer service I have the following responsibilities:

• Interviewing, hiring & onboarding of new Customer care Agents. Forming a team from scratch.
• Creation of training documentation and all on-duty processes; further improvement. Setting up L1 and L2 support processes. Setting up escalation processes that tie up the CS department with DevOps and marketing teams.
• Reviewing customer interaction & data reports to work closely with the product team towards product improvements. Reporting customer feedback and communicating user needs, offering new features and functions.
• Installing & maintaining processes to monitor fraud, money laundering. Work continuously towards decreasing chargeback open rate, increase win rate.
• Forecasting department budget needs, work towards further improvement of the team and expansion of support procedures

• Head of Customer Support of a white-label Gambling Service operating on the territory of the United Kingdom
• Interviewing and hiring Customer Support Agents, further onboarding
• Development of training documentation and processes
• Development and maintenance of 24/7 Customer Support schedule, creation of sub-departments within the team according to the specified role
• Creation of Quality Assurance system, KPIs and further upskilling of Agents via trainings and seminars
• Forecasting department budget needs due to ongoing expansion of the team
• Development of scripts and processes for all Customer Support teams. Creation of service FAQ / knowledge base for customers.
• Understanding the business priorities and work continuously to improve department workstyle and output towards meeting them
• Working closely with product development and design teams towards improvement of product from usability and business perspectives
• Reviewing new application features, Terms & Conditions of new promotional offers and other announcements and offer my improvements before the launch in order to ensure best possible experience for app users.
• Ensure that service meets all requirements set by Gambling Commission regulator
• Conduction of team building activities and bonding talks. Maintenance of warm and open minded culture within the department that promotes genuine curiosity, desire to learn and improve, help and respect each other.
• Reporting of all KPIs to my management
• B2B support and negotiations with company's partners.
• Investigating Customers for possible cases of gambling addiction. Investigating possible cases of fraud.
• I have experience of managing teams remotely

While on this position I achieved the following goals:

• Building a team from zero, then grown from 10 up to 35 Agents
• Upskilling several Agents within the team to create diverse group with sub-departments, responsibility levels and detailed procedures that cover all scenarios
• Ensured that Customer Support Team underwent audit from UK Gambling Commission without any issues
• Obtained required experience in understanding all KYC, Payment & Fraud Verification and Responsible Gambling processes.
• Promoted and taught deep level of industry understanding within the team to ensure Customer Support department will remain fully compliant with regulation hardships that working within our industry possess while avoiding stressful pressure in an environment where mistakes are costly.
• Customer satisfaction score for live chat & ticket resolution was between 91-95%

• Supporting MacOS-based application.
• Providing premium level customer care over email, chat, and phone.
• Resolving any kind of issues related to my product, providing help with general questions, website navigation, and technical assistance by connecting remotely to client's computer if needed.
• Maintaining customer's satisfaction by providing them with best possible service, guaranteed case resolution and determining the according compensation if needed.
• Gathering error data from users and working on it with developers on technical solutions.
• Supervise the shift, management and resolution of cases that required special attention and escalation.
• Later on, I was responsible with training some of the newcomers and reviewing their work.