Warsaw, Mazowieckie, Poland
Head of Technical Support with 10+ years of experience leading teams across mobile, web, and desktop applications. Built a 24/7/365 Technical Support Department from scratch: hiring, training, creating policies, workflows, SLA rules, AI integrations, and implementing scalable processes that drive efficiency and customer satisfaction. Focused on developing client relationships. Consistently provide industry-leading CSAT scores and significantly reduce ticket resolution times.
• Created the 24/7/365 Technical Support department from scratch, developed policies, workflows, and SLA rules • Developed and implemented a support strategy aligned with business goals • Organization and management of the technical support department - planning, execution, and control • Hiring, training, and development of employees, creation of processes and materials for integration • Planning and development of the Support Help Center • Creation of internal and external knowledge bases • Analysis of support work results, development, and implementation of approaches/tools to improve service quality and optimize business processes • Interaction with the Dev, QA, OPS, and Sales departments to coordinate the resolution of customer issues • KPI Management • Global B2B client communication (covering North America, Europe, Asia, the Middle East, Africa, and South America)