Customer Support Team Lead - 24463

• Processing incoming calls, chats, tickets in Zendesk (billing, technical, moderation, services issues, etc.);

• Updating customer information in the customer service database after each request;

• Working with other departments in order to resolve a client's issue;

• Turning frustrated clients into repeat customers, working with objections.

• Regular evaluations of Customer support reps work (chats, tickets, calls in Zendesk);

• Onboarding of new CSRs;

• 1-to-1 with CSRs;

• Coach sessions for improving CSRs' performance;

• Optimization of working processes inside the QC team;

• Organization and conducting of trainings;

• Writing/editing articles in the Knowledge base;

• Setting and reaching personal goals.

• Implemented KPI and quality control processes from scratch for the support team, billing team, and other project niches;

• Built and managed a team of 16 people;

• Increased first reply time in chats from 75 seconds to 30 seconds;

• Increased CSAT from 70% to 92%;

• Established training and onboarding processes for the support team;

• Implemented process automation and AI into the support and quality teams' processes;

• Established communication with the marketing team to optimize traffic and inquiries coming into the chats.