Liora Sender

Experience

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  Quality Writing Services

  Sept 2007 - Nov 2015

  Content Writer
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  Self-employed

  Jan 2016 - Sept 2018

  Web Content Writer and Copywriter

   Manage relationships with multiple international clients  Create, proof-read and edit unique content for websites, blog posts and online news sites  Develop copy for social media sites and promotional emails  Utilize knowledge of SEO in composing content  Conduct research using authoritative sources in composing content  Tailor content per geographic region (suitable English colloquialisms depending on country)  Track progress of projects and deliverables and invoicing clients accordingly  Regular conference calls with clients Show less

• 

  Graduway from Gravyty

  Sept 2018 - Mar 2021

  * Oversee the day-to-day operations of the global customer support team* Monitor the daily work-flow to ensure 24/7 coverage and efficiency across the team while meetings SLAs* Training for new and existing team members; development of internal troubleshooting documents* Unify our ticket-handling processes to provide the best quality service to our growing client base* Establish procedures to enhance productivity and performance* Escalation point, requiring complex troubleshooting and analysis of issues* Involvement in the prioritization of bugs and feature enhancements* Collaborate cross-company to improve product usability from the planning stage to post-release* Liaise with multiple departments to ensure smooth procedures and processes* Management of our Knowledge Base, developing and maintaining documentation with a focus on the user journey.* Assignment and project management of technical tasks Show less * Oversee the day-to-day operations of the customer support team* Ensure we have proper shift coverage * Unify our ticket-handling processes so that we continue to provide the best quality service to our growing client-base*Liase with multiple departments to ensure smooth procedures* Product training and development for the team* Creation of documentation and guidelines for the team* Technical tasks - SSL certificates, SQL queries in the database, setup of Google APIs, URL redirects, statistics, app builds, DNS settings Show less *Handle incoming end-user and customer inquiries from request-to-resolution in a prompt manner*Test, reproduce, document and escalate technical bugs to development teams*Provide service through a variety of channels (tickets, telephone, screenshare)*Set up SSL/IIS certificates and troubleshoot issues as needed*Liaison between customer and internal departments*Work with internal department to improve process and efficiency*Product team liaison, creating documentation and training the support team Show less

  • Global Customer Support Team Lead

    Jan 2020 - Mar 2021

  • Customer Support Shift Lead

    Jul 2019 - Jan 2020

  • Customer Support Specialist

    Sept 2018 - Jul 2019
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  Gravyty

  Mar 2021 - now

  * Lead a global multi-tiered team of customer support representatives* Identify pain-points for customers and work cross-departmentally to address these* Work closely with our Product and Engineering teams on the prioritization of bugs and features* Establish procedures to enhance productivity and performance* Escalation point, requiring complex troubleshooting and analysis of technical issues* Assignment and project management of technical tasks* Restructure of our Global Customer Care team into a tiered support organization* Integrating the support of two new products into our Support team, including developing processes and training the team.* Collaborate cross-departmentally to improve usability across the product* Grow talent within the company* Maintenance of our Knowledge Base and creation of articles for new features* Development of internal training and troubleshooting documentation Show less

  • Senior Director of Support

    Apr 2023 - now

  • Director Of Support

    Mar 2021 - Apr 2023