Be the expert in customer-facing and internal knowledge bases
Maintain and improve communication pathways between the customer experience team and the product team to ensure issues can be quickly escalated
Managing our support team, a group of experienced customer support experts contracted from around the globe
Create a hiring plan for the next 12 months, thinking about ticket / user ratio, new support channels etc
Define most important KPIs for support and start measuring them & presenting info with clear visualization
Support team members and develop them in their career growth. Ensure they maintain high standards in their work, and coach them towards continuous improvement