Support Manager

I am an accomplished Support Manager with over 10 years of experience leading high-performing technical teams to deliver exceptional customer support and operational excellence. Throughout my career, I have been proficient in designing agile workflows, optimizing WordPress support systems, and achieving high KPI goals for customer satisfaction. I am adept at remote team leadership, technical recruitment, and implementing scalable solutions to drive efficiency and user-focused outcomes.

In my recent role as Support Manager at Thrive Themes, I led the creation and implementation of company-wide policies and workflows to ensure high-quality customer support. I designed procedures to enhance work efficiency, conducted technical interviews, onboarded and mentored new employees, and coordinated with team leads to align with organizational goals. I consistently pursued and achieved 95/100 KPI quarterly goals, driving exceptional team performance and customer satisfaction.

Previously, as Operations Manager at WP Tech Support, I developed policies and workflows to optimize performance and quality across multiple teams. I managed client needs, organized internal tasks, conducted technical interviews, mentored staff, and proposed and implemented new practices to improve operational efficiency and meet project deadlines. My efforts improved customer satisfaction from 65% to 87%.

At GoDaddy, I worked as a WordPress Expert providing advanced WordPress support, resolving complex technical issues, and ensuring website stability. I created strategies to improve customer experience, mentored junior staff, onboarded new employees, and assisted sales with technical insights to enhance service delivery. I averaged over 200 tickets per month with a 9.5 NPS score.

My technical skills include CRM systems such as Help Scout, Jira, and Asana, WordPress expertise, technical troubleshooting, Linux and hosting administration, and experience in SaaS and startup environments. I am also skilled in workflow development, process optimization, project management, and quality assurance.

In addition to my technical expertise, I have strong leadership and operational skills including customer support management, team leadership, training and mentoring, performance management, leading team meetings, performance evaluations, stakeholder management, teamwork, collaboration, and problem-solving. I am fluent in English and a native Serbian speaker, currently residing in Belgrade, Serbia.