Joana Heidemann

Leitung der Customer Support Abteilung (Deutschland)

• Pioneered foreign language support with a strong focus on shaping the design of Slack's German voice. • Created and delivered workshops and trainings in a cross-functional capacity. • Mentored team throughout conceptualisation and delivery of projects. • Collaborated strongly with emerging Sales & Marketing teams and provided hands-on support during Webinars and conferences.

• Researched and documented workflows across departments to ensure successful and timely launch of YouTube campaigns. • Coordinated and delivered projects with Publishers, Creative and Media Agencies on a tight deadline. • Reported on performance of high budget digital marketing campaigns in DACH regions. • Provided Trafficking and QA support for media agencies.

• Analysed cross-regional product performance for budgeting and staffing forecasts. • Implemented performance indicators and customer satisfaction surveys for support department. • Created knowledge base, training materials, documented processes and workflows. • Screened and interviewed candidates, growing multinational support team exponentially.

• Coached international team of 15 CSRs to improve first contact resolution. • Led KPI driven projects with different stakeholders, playing a key role in realising new support model. • Interviewed over 50 candidates for rapidly growing teams.