Support Team Lead and Support Operations Manager

Led a general customer support team of seven people, managing performance through 1:1 meetings, coaching, personal development plans, and promotion-readiness reviews. Monitored CSAT, productivity, FRT, and product-knowledge KPIs, preparing performance and OKR reports with Tableau, Zendesk, Kaizo, and Google Sheets.

Built Notion hubs for PDPs and KPIs, designed automated shift-handover reporting with n8n and Coda, and created an Ideas Lab workflow using Slack Workflows, Google Apps Script, and Notion. Documented escalation routes and support flows, investigated Zendesk refund-flow issues, reviewed quality disputes, and translated findings into coaching and operational improvements.

Handled invoices and customer inquiries for American clients across email, chat, and phone support channels. Followed up on customer requests and ensured timely issue resolution.

Trained the Tidio chat model and expanded its knowledge base to improve automated customer support responses.

Coordinated client communication and building permit submissions to the New York City Department of Buildings. Worked with engineering teams on architectural documentation and addressed permit objections and delays.

Created a training manual and trained new team members to support consistent processes and client communication.

Led a Service Desk team supporting an international logistics company and its TMS and CRM tools. Coordinated support operations and service delivery for an international environment.

Improved team productivity by 26% through weekly reporting and task optimization. Produced more than 100 pages of Confluence instructions and SOPs in coordination with international management.

Managed a team of seven dispatchers and developed training programs for dispatchers and support agents. Assigned responsibilities, tracked team progress, and supported employee development.

Implemented operational changes, monitored service standards, and handled domestic and international client escalations. Collaborated with developers to improve the internal ACP system and resolve operational issues, including work related to driver billing information.

Provided L1 technical support for Ring devices through email and chat. Diagnosed customer issues using an Admin Panel and communicated resolutions clearly.

Mentored new hires and proofread customer communications to support quality and consistency across the support team.

Supported customers through chat, phone, email, and ticketing channels. Resolved customer issues and handled escalations with an emphasis on clear communication and follow-up.

Processed refunds and invoices as part of day-to-day customer support operations.

Provide individual English lessons and create practice materials tailored to each learner's goals. Focus on practical communication, speaking skills, and grammar.

Adapt learning content to support learners' progress and confidence in real-world English use.

Taught adults online with a focus on business English and conversational practice. Delivered lessons in a remote learning environment.

Adapted lesson plans and materials based on individual student progress, learning goals, and communication needs.

Qualification: Philologist and English and German language interpreter.