Head of Customer Support

• Apr 2023 - Present

Customer Support Lead

• Jan 2021 - Apr 2023

1. Managing Customer support Team 2. Customer support team performance evaluation and optimization 3. Escalated cases resolving assistance 4. Enabling ongoing product knowledge through regular training programs and knowledge base documentation 5. Contributing to the development of new product features by generating ideas and highlighting risks from customer support perspective 1. Managing Customer support Team 2. Customer support team performance evaluation and optimization 3. Escalated cases resolving assistance 4. Enabling ongoing product knowledge through regular training programs and knowledge base documentation 5. Contributing to the development of new product features by generating ideas and highlighting risks from customer support perspective

Operations Manager

• Dec 2019 - Sep 2020

1. Managing Customer support Team Leads (3 people) and Customer support agents (8-12 people)2. Establishing KPIs and processes to measure and optimize Customer support team performance3. Establishing processes to efficiently onboard new hires 4. Enabling ongoing product knowledge through regular training programs, performance evaluation and knowledge base documentation5. Antifraud activities, handling chargeback complaints (in cooperation with CFO)6. Contributing to the development of new product features by generating ideas and highlighting risks from customer support perspective Show less

Customer Support Team Lead

• Apr 2019 - Nov 2019

1. Managing and leading the team of Customer support representatives (3 people)2. Holding regular feedback sessions to ensure basic KPIs are reached by each team member3. Resolving service problems by clarifying the customer’s complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.4. Onboarding and mentoring new hires

Guest Coordinator

• Jul 2013 - Jul 2019

Quality Assurance Team Lead

• Mar 2018 - Mar 2019

1. Managing Customer support department (40-70 people) performance quality2. Onboarding and managing new hires3. Coaching, mentoring and guiding team members in delivering excellent customer support experience.

Customer Support Shift Team Lead

• Feb 2018 - Mar 2018

1. Managing Customer support representatives performance on the shift2. Case resolving assistance3. Managing weekly schedule for the team4. Holding mentoring shifts for newcomming CSRs

Customer Support Representative

• Oct 2016 - Jan 2018

1. Interacting with customers via text message interface2. Troubleshooting various operational issues3. Consult clients about service, features, payment options, etc.

Assistant Producer

• Aug 2015 - Sep 2016

1. Assisting to production department 2. Assisting to bidding department during pre-production stages 3. Account management 4. Managing post-production stages 1. Assisting to production department 2. Assisting to bidding department during pre-production stages 3. Account management 4. Managing post-production stages

Event Manager

• Jan 2015 - Jun 2015

1. Development, production and delivery of projects from proposal to post-event stages 2. Setting, communicating and maintaining timelines, budgets and priorities on every project 3. Communicating, maintaining and developing customer relations 4. Managing supplier relations 5. Managing administrative and operational functions 1. Development, production and delivery of projects from proposal to post-event stages 2. Setting, communicating and maintaining timelines, budgets and priorities on every project 3. Communicating, maintaining and developing customer relations 4. Managing supplier relations 5. Managing administrative and operational functions