Support lead
- Team management: budgeting, team structure management, KPI management, mentorship, requirements generation for the new team members and new candidates interviewing;
- Platform development: business requirements description, competitors research, support on all stages of development, feedback on releases;
- Community management and user experience: community interaction process set up, user feedback processing, recommendations on user experience improvement, community representatives' interviews arrangement;
- Communication with stakeholders;
- Creating and updating regulations and rules for a product.
- Creating and updating Tone of voice for a product.
- Creating support unit from 0 to a large well-coordinated team with high service levels.
- Creating Help Center for a product.
- Optimization processes inside the team.
- Improving CSAT and NPS.
- Work with Back office
- Solving incidents through Zendesk, creating guides and articles for users, online user support, working with Zendesk (admin level).
- Have experience 3+years of managing support and operations team (15+ people)
- Regular meeting with the team
- Regular 1v1 with all members of support team
- Responsible for team schedule
- Work with Jira, Trello, Discord, Postman, Google Docs, Slack, Zendesk, Confluence, Agile
Project coordinator
- Managing projects in the unit
- Creating weekly reports about all product (dev team, marketing, biz-dev, operation team) to CEO
- Communication with clients and project team
- Strategic planning of the product
- Managing project team
- Creating masterDocs for projects, etc.
- Creating road map for operations team

- Business systems support, work with Helpdesk 1,2-lines
- Electronic Payment System Administrator
- Generating daily and monthly reporting files
- Support ABS B2, IS -card, maximo. differentiation of access rights.
- FDM Administration (Fossdocmail)