Lead Support Manager

На данный момент Lead Support Manager.

Мои компетенции и опыт

I’m a Lead Support Manager with over 4 years of experience in B2B SaaS support, process optimization, and incident management. I specialize in building support teams and operations from the ground up, driving scalable workflows, and working closely with cross-functional teams to ensure smooth product delivery.

For the past 2+ years, I’ve been managing support for an AI-driven CRM platform in the banking, retail, FMCG, and QSR sectors. My role included:

- Building and leading a B2B support team (hiring, onboarding, training)

- Reducing client ticket volume by 20% through internal documentation and workflow improvements

- Managing end-to-end incident flow, ensuring fast resolution with development teams

- Supporting releases and product implementations — delivering zero downtime across 4 parallel deployments

- Aligning support efforts with Product, Analytics, and Engineering

I was promoted to Lead Support Manager after consistently demonstrating impact and building a fully autonomous support function.

Previously, I worked as a Campaign Manager at a company providing AI-based marketing solutions for banks. There, I launched over 500 marketing campaigns, improved QA speed by 30%, and helped structure the end-to-end campaign launch process.

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