Marko Ladavac

MARKO LADAVAC SUPPORT MANAGER | OPEN TO NEW OPPORTUNITIES PROFILE CONTACT --Belgrade, Serbia Linkedin www.linkedin.com/in/markoladavac SKILLS Customer Support Support Management Process Optimisation Team Leadership Technical Troubleshooting WordPress Expertise CRM Systems Help Scout, Jira, Asana, Trello, HubSpot Project Management Workflow Development SaaS environment Startup environment Linux/CLI Web Hosting Cloud Hosting WHM/cPanel Accomplished Support Manager with over 10 years of experience leading high-performing technical teams to deliver exceptional customer support and operational excellence. Proficient in designing agile workflows, optimizing WordPress support systems, and achieving high KPI goals for customer satisfaction. Adept at remote team leadership, technical recruitment, and implementing scalable solutions to drive efficiency and user-focused outcomes. WORK EXPERIENCE Thrive Themes Support Manager 2023 – 2024 | Remote Led the creation and implementation of company-wide policies and workflows to ensure high-quality customer support. Designed procedures to enhance work efficiency, conducted technical interviews, onboarded and mentored new employees, and coordinated with team leads to align with organisational goals. Consistently pursued and achieved 95/100 KPI goals, driving exceptional team performance and customer satisfaction. WP Tech Support® 2021 – 2023 | Remote Operations / Technical Support Manager Developed policies and workflows to optimize performance and quality across multiple teams. Managed client needs, organized internal tasks, conducted technical interviews, mentored staff, proposed and implemented new practices to improve operational efficiency and meet project deadlines. 2019 - 2021 | Serbia GoDaddy Technical Website Builder III / WordPress Expert I–II Provided advanced WordPress support, resolving complex technical issues and ensuring website stability. Created strategies to improve customer experience, mentored junior staff, onboarded new employees, and assisted sales with technical insights to enhance service delivery. EARLIER ROLES LANGUAGES English – Native / Bilingual Serbian – Native / Bilingual Velogames - QA & Technical Support III eGaming Consulting - Tech. Support Specialist QA, IT & Gaming Support - - - 2014 Achieved high satisfaction on casino and poker support issues. SysAdmin at Netplus CyberCaffe & Alvihost Organized 40+ esports events across Balkans (WCG Adria / ESL Europe) QA Specialist at ManageWP (Devana)