Experience

Surprise.com

• United States
• Internet Publishing
• 100 - 200 Employee

• Customer Support Team Manager

  • Mar 2023 - Present

  • Leading and managing a team of customer support and content managers, providing guidance and support, setting goals, and managing workloads. • Responsible for hiring new team members, providing training and development opportunities, and ensuring that team members have the skills and knowledge they need to perform their roles effectively. • Developing and implementing strategies to improve customer support and content management processes, and ensuring that these strategies are aligned with overall business objectives. • Monitoring the performance of the team and individual team members, tracking key metrics like response times, customer satisfaction ratings, and content performance metrics. • Resolving customer escalations, working closely with QA and Engineering team to ensure that customer issues are resolved quickly and effectively. • Collaborating with other teams within the organization, such as the marketing or product teams, to ensure that customer support and content management processes are aligned with overall business objectives. • Collecting, analyzing, and reporting data related to customer support and content management, using this information to make informed decisions and continually improve processes. Show less



GlobalLogic

• United States
• Software Development
• 700 & Above Employee

• Customer Care Team Lead

  • Apr 2018 - Mar 2023



Zoom Support.

• Support Lead

  • Feb 2017 - Apr 2018

• Technical Supervisor

  • Dec 2015 - Feb 2017

• Senior Technical Support Manager

  • Aug 2015 - Dec 2015



Zoom Support.

• Lviv Region, Ukraine

• Sales Agent

  • Jun 2014 - Aug 2014