Alexandra Roh
About
Detail
Head of Customer Support/Professional Services Operations
Ukraine
Résumé
Jobs
verified_user
0% verified
Head of Customer Support/Professional Services OperationsRallywareDec 2025 - Current (10 months)- Customer Support Team Lead at Rallyware & MyagiRallywareSep 2023 - Current (3 years 1 month)Responsibilities:
- Facilitated the integration of two Support Teams, promoting the mutual exchange of product knowledge and customer support expertise.
- Analyzed Support Team performance and service quality, developing and implementing improvement plans.
- Built and managed distributed team workflows to ensure operational efficiency and scalability.
- Onboarded new team members and ensured a smooth integration process across departments.
- Developed Job Skills & Qualification frameworks to align team capabilities with business goals.
- Monitored and optimized Support Team workload to maintain balance, productivity, and SLA compliance.
- Managed performance metrics and proactively identified potential ris - Customer Support Team Lead at RallywareRallywareSep 2020 - Current (6 years 1 month)Responsibilities:
- Onboarded new team members and ensured a smooth integration process.
- Developed Job Skills & Qualification frameworks to align team competencies with organizational goals.
- Built and managed distributed team workflows to enhance efficiency and collaboration.
- Designed and implemented scalable support processes across the company.
- Monitored and optimized the Customer Support Team’s workload to maintain balance and productivity.
- Managed team performance metrics and proactively identified potential risks or areas for improvement.
- Implemented performance improvement plans for underperforming team members.
- Prepared and presented regular performance and KPI reports to upper m - Customer Support Manager & Project Coordinator at RallywareRallywareApr 2019 - Sep 2020 (1 year 6 months)Responsibilities:
- Provided Tier 1 and Tier 2 support via email and help desk software (Help Scout).
- Ensured that all customer requests were properly triaged, tracked, and resolved while maintaining timely and transparent communication throughout the process.
- Applied first-level troubleshooting, documented findings, and escalated issues for further investigation and resolution when required.
- Collaborated closely with Technical, QA, Product, and Implementation Teams to ensure efficient issue resolution and knowledge sharing.
- Collected, analyzed, and communicated customer feedback to the Product Team for product improvement and feature evaluation.
- Prepared and delivered detailed incident reports to re - Hosting Customer Support SpecialistNamecheap IncDec 2018 - Apr 2019 (5 months)Responsibilities:
- Consulted with customers to understand their business needs and recommended suitable online products and services to support their goals.
- Delivered high-quality customer service via email and chat, ensuring timely, accurate, and empathetic responses aligned with customer care principles.
- Assisted customers with product selection, installation, and configuration, providing step-by-step guidance to ensure successful setup and use.
- Diagnosed and resolved technical issues efficiently, ensuring minimal disruption to customer operations.
- Contributed to maintaining and updating external client knowledge bases and internal documentation to improve information accessibility and consistency.
-
Education
verified_user
0% verified
- KMaster of Education - MEd, Foreign LanguagesKharkov National Pedagogical UniversityJan 2018 - Jan 2019 (1 year 1 month)
- KBachelor of Education - BEd, Foreign LanguagesKharkov National Pedagogical UniversityJan 2014 - Jan 2018 (4 years 1 month)