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Managing a team of 15 support agents, Maintaining and updating an internal and external knowledge base, Resource planning to ensure 24/7/365 coverage, Hiring and training new employees, Rebuilding internal processes to meet new SLA and CSAT targets

Managing a small remote team (3 people) of support agents for 6 SaaS products, Building and maintaining an external knowledge base, Training AI bot to handle up to 90% of all incoming customer requests, Analyzing common issues and reporting them to QA/dev team for product improvements

Managing 5 teams (Tier 1 and Critical Incidents) located in five offices (Yerevan, Prague, Lisbon, Costa Rica and Bucharest), Resource planning and participation in the recruitment process, Creating KPIs for team leaders and engineers, ensuring KPIs are met by all subordinates, Training and mentoring new team leaders, Creating and updating internal procedures for support engineers and team leaders

Managing a team of 8-18 customer care representatives (Tier 1 support), Improving, creating local and global procedures and business processes for the customer support department, Creating and monitoring Tier 1 KPIs, Involvement in training new employees, Monitoring and reporting employee performance within our CRM system (SalesForce), Creating and maintaining external knowledge base articles

Handling cases according to the Service Level Agreement, providing in-depth technical support via phone, email and remote sessions, Training and mentoring new employees

Purchasing broadcast rights for TV content on the international media market, Managing translation and dubbing of purchased content

Administration of Windows-based servers and workstations, Administration of the local area network