Candidates 126
$2000 / mo
≈ $24000 / year net
Senior Support Specialist
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published today
Head of Customer support
- Team management: lead a team of 3 support representatives,
providing guidance, training, and mentorship to enhance
individual and team performance.
- Performance evaluation: Conduct regular performance
evaluations, identifying areas for improvement, and providing
constructive feedback to team members.
- Operations management: Manage the day-to-day operations
of the customer support department, including assigning tasks, monitoring work quality, and ensuring timely resolution of customers' issues.
- Handling technical support tasks: provide answers to technical and product questions, as well as solving technical issues, recreating bugs and filling tickets for developers' team.
- Cross-Functional Collaboration: Collaborate cross-functionally with other departments, such as product development and technical development, to address customer needs and provide insights for product improvement.
2018 - 2021
- Multi-channel support delivery: Provided prompt and efficient
support to software users via multiple channels, including
phone, email, and live chat.
- Comprehensive inquiry handling: Addressed a wide range of
inquiries, including product, technical, payments, and sales-
related questions, ensuring thorough support for users.
- Financial operations: analyzed risk payments, worked with
payment systems, conducted refunds, disputed chargebacks.
- Documentation management: create comprehensive technical
documentation, tutorials, FAQs, API documentation.
- Product demo performing: conduct demo calls with new users
to familiarize them with software features and functionalities.
Skilled in SQL, Postman, Jira/Confluence, Intercom
Growth: I look for opportunities for personal and professional growth within the company.
Receiving feedback: I value open feedback from my superiors and colleagues to understand my strengths and areas for improvement.
Learning new things: I want to expand my knowledge and expertise.
Clear understanding of company needs: I want to be informed about the company's objectives, mission, and long-term vision.
$1800 / mo
≈ $21600 / year net
Customer support team lead
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published today
August 2016 – April 2017: Sales Manager
Duties included:
-promoting the organization and products among foreign clients;
-providing clients with consultancy services, telephone calls;
-meeting planned sales goals;
-planning and implementing sales strategies;
-providing daily report of field sales success.
February 2018 – May 2020: Customer service manager
Duties included:
-communicating courteously with customers via online chat;
-providing clients with consultancy services;
-providing help and advice to customers regarding our services;
-investigating and solving customers' problems, which may be complex or long-standing.
May 2020 - now: Customer support team lead
Duties included:
-effectively manage a team of support members;
-take part in onboarding of new team members;
-employee training;
-monitor and optimize team members' performance;
-participate in projects to improve our products and optimize our clients' experience;
-monitor users' issues in all environments to solve their problems.
$1500 / mo
≈ $18000 / year net
Billing Manager/Lead
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published today
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published today
Latest position: Billing Team Lead
Area of responsibility:
- Establishing a Billing function within the Customer Care department.
- Establishing processes to ensure effective cooperation between Legal, Moderation, Product, Billing, and Support teams.
- Establishing the Billing team's main operational metrics and KPIs.
- Optimization of refund and billing procedures.
- Improving Customer Service processes and consulting other teams.
- Managing a team of Billing Operations Specialists.
- Resolving and supervising complex customer and legal issues.
Introduced dispute resolution strategies resulting in significant cost-saving optimizations.
Implemented initiatives for streamlining operations and enhancing team productivity.
$2000 / mo
≈ $24000 / year net
Application support engineer/QA automation
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published yesterday · In passive search
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published yesterday · In passive search
Application Support Technician
Java(Maven), Postman (REST API), SQL (Postgres), GitHub, Grafana, Jira, Kibana (Debugging), Python (Selenium/Requests/Pytest), Azure ServiceNow, Swagger, Zendesk & Salesforce.
L2 Technical support
•Taking care of the most sophisticated problems that were reported.
•Proper investigation in accordance with the set standards in the company.
Shift Lead
•Escalating the most critical issues to the Dev teams and management.
•Assigning and sorting tickets among the team members on shifts.
•Being on the cutting edge of all the ongoing problems.•Escalating the most critical issues to the Dev teams and management. •Assigning and sorting tickets among the team members on shifts.
Technical Support Professional
•Working as L1 support with external/internal vendors and B2B partners.
•Reporting bugs/release issues and forwarding requests to the relevant departments.
•Managing daily tasks by using Jira, Azure Devops, Grafana, Kibana, ServiceNow and different CRMs.
•Work shoulder to shoulder with Dev teams to meet ETA for vendors.
•Meeting an SLA on assigned tasks and supervising other teams for the same.
$2500 / mo
≈ $30000 / year net
Sales Executive/Key Account Manager/Customer Success Specialist
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published yesterday
One of my greatest strengths is my ability to adapt quickly, and constant interest in learning and exploring new things.
Proactively pursued new business, fueling company growth and success.
Launched cold outreach on LinkedIn, which made it possible to find a client whose project currently employs up to 8 specialists at our company. In total, brought about 10 clients from the outbound channel, while working with inbound leads as well.
Built outreach sales from scratch and reached > 70% open rate
Experience in managing the Lead Generation team, which made it possible to achieve better outbound performance;
Participation in writing sequences and outbound strategy;
Work with US, Canada, UK, West Europe, Australia markets;
Tools: CRM HubSpot, CRM PipeDrive, Yesware, Copy.ai, LinkedIn Helper, Lemlist, snov.io, reply.io, clearout.io, PhantomBuster, expandi.io, leadfeeder.com, getprospect.com, Apollo, Crunchbase, LinkedIn SN, Taplio, Mailchimp and more.
$8000 / mo
≈ $96000 / year net
Head of Customer Experience
Ukraine · Kyiv · 7 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 7 years of experience · Advanced/Fluent ·Published yesterday
•Recruiting and training support team
•Implementing modern support tools to provide proper support quality to all the clients using different communication channels
•Prepared training materials, conversation scripts, knowledge-base, documentation to meet team and clients' needs
•Implementing a process for performance management and continuous improvement against established key performance indicators
•Developing and implement service plans to meet and exceed service level agreements
•Collaborating and building strong relationships with internal technical resolution team to build cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery
•Working with Product Managers/Operational teams to coordinate deliveries of new integrations
$1500 / mo
≈ $18000 / year net
Customer Support/Project coordinator/Team or PM Assistant
Ukraine · Kyiv · 9 years of experience · Advanced/Fluent ·Published yesterday · In passive search
Ukraine · Kyiv · 9 years of experience · Advanced/Fluent ·Published yesterday · In passive search
April 2019 – present time:
- Comprehensive administrative support in projects realisation: interaction with the involved project parties for effective maintaining project schedule and efficiency, reviewing and updating of projects data in the ERP systems on a regular basis, participation in project meetings, expense management for proper project costs allocation, etc.,
- Customer service: invoicing and accounts receivable management, communication with customers on project change requests, dealing with clients' claims,
- Reporting and working with accounts.
ACNielsen - Projects coordinator in Data acquisition
May 2018 – April 2019:
- Participation in planning and defining project scope, resource and activity planning (including recruiting and onboarding of team members), time and cost estimation,
- Communication with customers, presenting new features and services,
- Reporting.
Elopak - Customer support (lead of service project)/PA to General Manager
July 2013 – April 2018:
- Participation in implementation of technical service on-duty project: recruiting and onboarding technical staff, drafting of service contracts and further concluding agreements with customers, providing customers with presentations on new services,
- Leading the service project during 4 years: budgeting of working hours of engineers, arranging of business trips, forecasting, KPI reporting; supporting customers with spare parts supply (full cycle from giving quotation to delivery at place) , dealing with clients' claims
Among my achievements I would like to highlight the following:
- coordination and assisting in numerous industrial projects being realised in North and East Europe during last 3 years (SSI Schaefer),
- participation in the development and implementation of two large projects for data acquisition solutions (ACNielsen),
- participation in implementation of technical service on-duty project for dairy industry in Ukraine and leading the project during 4 years (Elopak).
- effective applying of acquired knowledges and obtaining new skills
- participation in business processes
$1700 / mo
≈ $20400 / year net
Account Manager, Customer Success Manager, Head of Support
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
- 15 years + in accounting (global multinational foreign companies (FMCG) in modern trade, banks, agricultural sector, pharma)
- managed the annual budgets (with more than 8 mln. UAH in tobacco sphere)
- market share (volume and value) increasing up to 100% in direct channels
- 96% of customer retention
- long term relations builder (customer care, support, development)
- experienced in upsell/cross sell, support
- successful negotiator
- problem solver
- 100% satisfaction level of customers
- immersion into the projects
Trainings: Account management, Time management, Negotiations skills, Project manangement, etc.
- successful negotiator
- highly focused
- self-motivated
- flexible
- achieved the high level of performance
- customer retention 96%
Looking for the new opportunities preferably in quick development IT industry within friendly, warm, open and non - bureaucratic company.
Quick learner, communicative, honest, team player, flexible, multitasker
$1500 / mo
≈ $18000 / year net
Sales Team Lead/Sales Team Member
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published 22 April
I believe there's a universal principle that applies to various sales scenarios: having a thorough knowledge of the product, knowing the target audience, and understanding the specific needs that the product fulfills are key elements for successful selling.
$2200 / mo
≈ $26400 / year net
Customer Support Team Lead / Quality control / Operations manager
Ukraine · 9 years of experience · Advanced/Fluent ·Published 22 April
Ukraine · 9 years of experience · Advanced/Fluent ·Published 22 April
Experience:
- B2B and B2C.
- Stuff hiring, onboarding and training.
- Leading teams of up to 20 people, also remote ones.
- Control of task progress in dev teams.
- Organization and management of support and moderation team.
- Development and implementation of KPI.
- Scheduling team work to provide service 24/7.
- Control of quality.
- Order management, negotiating on price and payment issues, dealing with refund investigation requests.
- Solving user requests.
- Strategically lead and develop the CS team.
- Oversee customer support processes and organize them to enhance customer satisfaction.
- Scripting for effective communication with users.
- Working on knowledge base.
- Creating content for the site.
- Compilation of reports.
Experienced in Microsoft Office, Zendesk, Freshdesk, Jira, Confluence, Tableau, Trello, Amplitude etc.
Creation and improvement of admin system.