Candidates 250
$3800 / mo
≈ $45600 / year net
Support Engineer/Technical Project Manager/Support Team Lead
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · 8 years of experience · Advanced/Fluent ·Published yesterday
- 8 years of experience in Technical Support/Customer Service/Cyber Security/AI/Marketing fields in senior positions like Technical Project Manager/Support Engineer/Tech Lead/Head of Department;
- Experience in bug reporting via Jira/GitLab, testing issues/solutions and providing RCAs, logs reading via AWS, Kibana. SQL, advanced Microsoft Excel, CRM systems, REST API, Jasper;
- Experience in managing people, organizing trainings, assisting in employee recruitment, performance evaluation, promotion and retention activities;
- Experience in working, supporting, presenting, teaching, and de-escalating customers from all around the world;
- Experience in managing multiple software implementation projects at the same time;
- Experience in maintaining a working relationship with Client partners, knowledge management, training, implementation methodology and post-go-live support;
- Experience in defining customer support strategy, monitoring customer support metrics, and SLAs.
- Performed configurations and data management tasks to onboard customers to the platform(more than 30 different countries and
clusters implemented); - Launched and successfully led a project from scratch in a start-up;
- Joined support team and began to deal with tickets and clients which resulted in total open tickets decreasing by 65%;
- Mentored, guided and monitored the work of over 30 support and customer service agents;
- Managed a department of 7 customer service agents;
- Created a support handbook aimed at helping future team members deal with support-related procedures, constantly made sure it was enriched with all the relevant updates;
- Implemented Zendesk/Slack integrations; various Zendesk API functions; and Zendesk ticket automation.
Looking for an interesting position in an open-minded and friendly team, with professional management and a perspective of career growth. I want to benefit the company and contribute to work by using and improving my professional skills.
$2000 / mo
≈ $24000 / year net
Account manager
Ukraine · Kyiv · 7 years of experience · Intermediate ·Published yesterday
Ukraine · Kyiv · 7 years of experience · Intermediate ·Published yesterday
My main responsibilities were:
- identification of client’s needs;
- customer support at all stages of cooperation;
- setting and monitoring the implementation of tasks by other departments;
- selection and sale the best option for package of services for a client, upsales and upgrades;
- managing clients in CRM and tracking tasks in Trello;
- preparation of the request and control of drawing up the contract and invoice;
- monitoring the effectiveness of services provided.
I would like to develop my communication and technical skills in interesting projects, where I can grow as a Team lead.
x2 regular customers
I would like to organize and to control the processes that help the clients to get the good results and be satisfied of the services.
$2000 / mo
≈ $24000 / year net
Customer Support Team Lead/General Manager
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
- 10+ years of experience in Customer Support in a product-based IT company
- 7+ years of experience managing teams with up to 70 employees, and processes
- Excellent written and spoken English
- Great communication skills: vast experience in conducting meetings, sharing feedback, and presenting at public events.
- Experience in planning and executing different projects, aimed at workflow optimization.
Employment:
Customer Support Department General Manager
April 2021 - December 2023 (2 years 9 months)
- Executed a project on the creation and launch of a new product-based CS department.
- Managed a CS department, which grew from 26 to 70 employees under my management.
- Planned and executed a project on implementing a new training program for CS reps.
- Timely and qualitative planning of CS department development, budget, and headcount.
- Presented department results on quarterly demo sessions and product webinars.
- Ensured constant product development working in close cooperation with the product team.
Customer Support Team Manager
May 2019 - April 2021 (1 year 11 months)
- Organized and performed successful onboarding for 8 CS Team Leaders.
- Managed 6-10 Team Leaders with teams of 10-15 customer support specialists.
- Conducted monthly department management group meetings.
- Implemented workflow and product improvements through analysis of client's requests.
Customer Support Team Lead - 2 years 9 months
September 2016 - April 2019 (2 years 9 months)
- Managed a team of 10-15 customer support specialists, conducted 1-1 and Performance Review meetings, worked with quality control assessment, KPIs.
- Led a team to the highest quarterly Customer Satisfaction KPI result in the department.
- Developed multiple employees to higher positions, e.g. Technical support, Team Leader.
- Improved cooperation between departments by analyzing workflow and creating procedures and documentation for CS representatives.
Hosting CS Subject Matter Expert
Aug 2015 - Aug 2016 (1 year 1 month)
- Assisted internal clients with technical Web Hosting specific questions.
- Effectively processed up to 40 technical requests a day.
- Acted as the first escalation point for Customer Support representatives
Customer Support Specialist
Aug 2013 - Jul 2015 (2 years)
- Provided effective assistance to customers in chats/tickets. Specification - Web Hosting
- Collaborated with cross-functional teams to ensure effective resolution of customers' requests.
- Planned and executed a project on implementing a new training program for CS representatives.
$5500 / mo
≈ $66000 / year net
Head of Customer success
Ukraine · Kyiv · More than 10 years of experience · Upper-Intermediate · 🪖 DFU combatant ·Published yesterday · In passive search
Ukraine · Kyiv · More than 10 years of experience · Upper-Intermediate · 🪖 DFU combatant ·Published yesterday · In passive search
Launching new directions
All aspects manage of customer success.
The development of sales, retention process, cross and up sales through the Contact center.
The development of self-service systems.
Monitoring, control, analysis projects.
$3000 / mo
≈ $36000 / year net
Customer Success Director, Customer Success Supervisor
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · More than 10 years of experience · Advanced/Fluent ·Published yesterday
- 8 years in the UAE, working in touristic sales targeting the CIS market and at Emirates Airlines as a Supervisor in the baggage department.
- 1 year as a Technical Support Specialist at B2BSoft.
Over the last three years, I have been with Wizer Inc., starting as a Customer Success Manager and advancing to the role of Customer Success Director. In this leadership position, I manage a team of 10 people.
I possess a keen ability to navigate cultural nuances, maintain high-stress resilience and productivity, and have experience working in multinational teams. I am always open to learning and acquiring new skills.
Familiar with HubSpot, Jira, Trello, PowerBI, Stripe
I consistently exceeded targets, showcasing my dedication and efficiency. I have a knack for nipping conflicts in the bud, effectively preventing potential issues from escalating. My experience also includes conducting online webinars for TUI and Voyager Group. Additionally, I am honored to have been named the Best Player of 2023 in beach tennis among women in the A/B category, highlighting my commitment and skill in both professional and personal pursuits.
Whether in a small or large team, I value working on a product with either well-established or evolving processes, and I'm keen on embracing new technologies.
My preferences include avoiding unnecessary meetings, night shifts, lack of a clear company development direction, and an overly casual approach to the recruitment process.
$1300 / mo
≈ $15600 / year net
Quality Control Specialist / Training Coach
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 6 years of experience · Advanced/Fluent ·Published yesterday
Expertise in Training Program Development.
Tailored mentorship and coaching for individual growth.
Leadership in Quality Assurance for Call Center performance.
Proactive approach to Continuous Improvement strategies.
KPI Manager - NDA (gambling, igaming)
Managed key performance indicators (KPIs) across various departments.
Developed and implemented data-driven strategies to improve organizational performance.
Collaborated with teams to set and achieve performance targets.
Utilized analytics to identify trends and areas for improvement.
Quality Control Manager - Squro
Conducted rigorous quality checks for support and sales teams.
Provided actionable feedback for continuous service quality improvement.
Developed internal quality reports and analyzed data for management review.
Established standards and KPI requirements for teams.
Senior Cloud Specialist (Advanced Support) - Nextiva
Assisted customers with phone system setup, technical support, and troubleshooting.
Configured unified communications features and resolved complex issues.
Delivered excellent customer service via email, chat, and phone.
Facilitated the onboarding and coaching of new employees.
Customer Support Representative - LLC Lucky Talky
Provided comprehensive assistance to English-speaking customers through various channels.
Managed customer orders and conducted email marketing campaigns.
Proficient in handling challenging customer interactions and complex requests.
Assumed leadership roles and completed additional tasks as assigned.
Quality Control Excellence: Improved product/service quality significantly.
Rapid Response: Reduced customer support response times.
Customer Commendations: Received recognition for outstanding service.
Team Leadership: Successfully managed a 15 member support team.
Innovation: Introduced solutions enhancing customer experience.
Problem-solving: Recognized for resolving complex issues.
Mentorship: Mentored 15 new employees, facilitating rapid onboarding.
$1300 / mo
≈ $15600 / year net
Customer Success Manager
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published yesterday
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published yesterday
Netfully
Oct 2022 - Present
• Resolve technical issues with the Timepoint system via phone and email
• Escalate issues to the development team
• Bug report, post-deployment manual testing
Executive Assistant
LGFG FASHION HOUSE
May 2022 - Oct 2022
• Managed executive calendars, and scheduled meetings
• Organized, updated, and digitalized internal documents and invoices
• Engaged 30+ clients and held communication with the production and pattern departments
Capacity sourcing manager
BICS
Jul 2021 - Sep 2021
• Promote and sold BICS’ international wholesale capacity products with Outlook, Skype, and Zoom
• Analyze offers from suppliers with Salesforce and negotiate prices
• Support the team with documentation of new orders
L2 Customer Support Specialist
SupportYourApp
Jan 2021 - Jul 2021
• Resolve technical problems of the service with Freshdesk
• Escalate issues to the L3 team in Slack
• Bug report, test new updates
Customer Support Specialist
OsmAnd
May 2019 - Dec 2020
• Handle 200+ tickets a week on Zendesk and Google Play Console
• Collaborate with the UX/UI design teams to improve the website and application on GitHub, reducing support tickets by 40%
• Create a developmental mentoring program and knowledge base in Atlassian
• Published articles that highlighted navigation industry news by giving exposure to individual success stories
Search Engine Optimization Specialist
Эффект, ООО
Aug 2016 - Apr 2019
• Optimize code of already existing projects.
• Edit and write 3000+ informational articles using SEO strategies for optimum google ranking.
• Create 100+ cross-browser, responsive webpages with HTML and CSS using custom CMS.
• Schedule training seminars for the team.
Jr.Project Manager
Wagner Consulting International
Oct 2017 - Nov 2018
• Assist with setting project milestones, timelines, and budget for the team of 4 in Asana
• Negotiate pricing, timelines, services, and terms with vendors on Slack
• Use Scrum Agile Methodology while working on projects (Daily Scrum Meeting, Sprint Backlog, 1on1 meeting)
• Create progress reports and monitor program data to assess efficiency with Excel, Adobe Photoshop, and Premiere Pro
• Conduct quality assurance testing to ensure adherence to requirements with MateCat
Since the map is open for adjustments from the users, I have created a step-by-step tutorial on how to suggest adjustments to the map service and created posts on Instagram, Facebook, and Reddit.
This led to more users purchasing the chargeable version of the app in a couple of days since lots of free users never knew they could improve the service.
$700 / mo
≈ $8400 / year net
Customer Support Engineer
Ukraine · Kyiv · 5 years of experience · Intermediate ·Published 24 April
Ukraine · Kyiv · 5 years of experience · Intermediate ·Published 24 April
- Tested new features as Manual QA to help the developers and learn new product’s features, reported bugs using Jira
- API, integration of platforms and databases for business processes automatization
- Eliminated errors within the competence of available logs with Rest API using Postman
- Designed letter layouts with HTML
- Settings verification for domain authentication (spf, dkim, dmark)
- Moderation email campaigns in accordance with rules and policies
- Creating technical documentationin Confluence for communication with corporate clients, filling the internal Knowledge Base
- Remote system administration and desktop OS administration
- Local networks and databases maintenance
- Software and hardware troubleshooting
- Setting up and maintaining hardware for local network
$700 / mo
≈ $8400 / year net
Системный Администратор
Ukraine · Kyiv · More than 10 years of experience · Pre-Intermediate ·Published 24 April
Ukraine · Kyiv · More than 10 years of experience · Pre-Intermediate ·Published 24 April
Технічна підтримка користувачів та сервісів
Налаштування прикладного ПЗ
Резервне копіювання та відновлення інформації (Paragon Backup & Recovery, Cobian Backup, Macrium Reflect, Acronis True Image)
Побудова стенду для розробки та тестування ПЗ, в т.ч. з віртуалізацією (Hyper-V, Windows 2019srv, Windows 2012srv, MS SQL 2014, Active Directory)
Встановлення домену "з нуля" (Windows 2012 srv, Windows 2000srv, Windows 2003srv, Active Directory)
MS SQL Server 6.5, 2008, 2014, 2016, 2017, Transact-SQL, Microsoft SQL Server Management Studio, Backup / Restore SQL Server, Create / modify table, view, etc.
Oracle
Sybase SQL Anywhere
Skype, Microsoft Teams, Zoom
Remote Desktop (RDP)
Microsoft Office (Word, Excel, PowerPoint, etc.)
Інтернет, електронна пошта, пошукові системи
Інсталяція, оптимізація, налаштування ОС та ПЗ.
Windows 7, Windows 10, Windows Server 2003, 2008, 2012, 2016, 2019, Active Directory, Hyper-V, VMware, DFS, PowerShell
MS SQL Server 6.5, 2008, 2014, 2016, 2017, Transact-SQL
Sybase SQL Anywhere
Power Builder, C#
MS Exchange
Oracle
Veeam Backup & Replication
Linux (Mint, Ubuntu)
Microsoft Office
Технічна підтримка користувачів та сервісів
Налаштування прикладного ПЗ
Резервне копіювання та відновлення інформації (Paragon Backup & Recovery, Cobian Backup, Macrium Reflect, Acronis True Image)
Побудова стенду для розробки та тестування ПЗ, в т.ч. з віртуалізацією (Hyper-V, Windows 2019srv, Windows 2012srv, MS SQL 2014, Active Directory)
Встановлення домену "з нуля" (Windows 2012 srv, Windows 2000srv, Windows 2003srv, Active Directory)
MS SQL Server 6.5, 2008, 2014, 2016, 2017, Transact-SQL, Microsoft SQL Server Management Studio, Backup / Restore SQL Server, Create / modify table, view, etc.
Oracle
Sybase SQL Anywhere
Skype, Microsoft Teams, Zoom
Remote Desktop (RDP)
Microsoft Office (Word, Excel, PowerPoint, etc.)
Інтернет, електронна пошта, пошукові системи
Інсталяція, оптимізація, налаштування ОС та ПЗ.
Windows 7, Windows 10, Windows Server 2003, 2008, 2012, 2016, 2019, Active Directory, Hyper-V, VMware, DFS, PowerShell
MS SQL Server 6.5, 2008, 2014, 2016, 2017, Transact-SQL
Sybase SQL Anywhere
Power Builder, C#
Oracle
Veeam Backup & Replication
Linux (Mint, Ubuntu)
Microsoft Office
$2000 / mo
≈ $24000 / year net
Senior Support Specialist
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published 24 April
Ukraine · Kyiv · 5 years of experience · Advanced/Fluent ·Published 24 April
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.