Юлія

Yuliia Kolos
Senior Customer Support Agent · Customer Success · User Research
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Telegram: @Sinister_Sister
Kryvyi Rih, Ukraine (Remote) | [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY

Customer Support and Customer Success professional with 6+ years of experience in subscription-based
products. Skilled in resolving complex billing and technical issues, building user mentoring frameworks, conducting
cross-channel user research, and translating customer insights into product and marketing improvements.
Experienced in team onboarding, training development, and cross-functional collaboration. Proficient with AI tools
(ChatGPT, Claude) integrated into daily workflows.

CORE SKILLS

Customer Operations
Customer Support, Customer Success, Retention, Billing & Subscription Management, Cancellations & Refunds

User Research & Insights
User Persona Development, Social Listening, Feedback Analysis, Competitive Research, Content Performance Analysis

Quality & Process
Quality Control, Process Improvement, CSAT Analysis, KPI Tracking, Bug Reporting & Technical Escalation

Leadership & Enablement
Team Onboarding, Mentoring, Training Material Development, Knowledge Base Management, Team Building

AI & Tools
ChatGPT, Claude AI, Intercom, Zendesk, Jira, Notion, AgoraPulse, CRM Systems, Make.com

PROFESSIONAL EXPERIENCE

Customer Care Agent · Senior
Headway Inc (AddMile) — EdTech / Subscription App
December 2023 – Present | Remote
• Designed and owned a user mentoring framework for an online coaching platform — developed tailored approaches
based on user type and emotional state to maximize session value, retention, and upsell of additional minutes.
• Led cross-channel user research (social media, in-app chats, community forums) to build detailed user personas and
surface new product and marketing angles; delivered structured insight reports to product and growth teams.
• Managed social media presence and content strategy on AgoraPulse; created and published relevant content that
boosted organic reach and audience engagement.
• Acted as primary liaison between customer support and the technical team — proactively identified, documented, and
escalated bugs and recurring issues with structured reports.
• Provided personalized customer support resolving billing, product, and technical issues; implemented retention
strategies improving engagement.
• Onboarded and mentored new team members; organized an internal knowledge library and managed team-building
initiatives.
• Developed training materials and quality guidelines improving team consistency and support quality.
• Used AI tools (ChatGPT, Claude) to streamline workflows, draft communications, and accelerate research synthesis.

Customer Support Agent & Billing Manager
Elegantflyer — SaaS / Design Subscription Platform
2019 – November 2023 | Remote
• Delivered end-to-end customer support for a subscription-based platform; resolved billing, account, and technical
issues across the full customer lifecycle.
• Managed cancellations, refunds, and sensitive cases with a retention-first approach.
• Collected and analyzed user feedback to identify UX and product improvement opportunities; collaborated with
product, marketing, and technical teams.
• Identified customer behavior patterns and market trends; translated findings into actionable product and design
recommendations.
• Contributed to quality control processes and supported KPI tracking initiatives.
• Improved internal workflows to increase support efficiency and consistency.

EDUCATION

Bachelor's Degree — Journalism, Ukrainian Language and Literature
State Pedagogical University, Kryvyi Rih, Ukraine · 2011 – 2016
Soft Skills Development Course · Completed

LANGUAGES

Ukrainian — Native | English — C1 Advanced

REFERENCES

Available upon request. For a direct reference, feel free to contact my former manager: Anastasiia Kozyr (AddMile) ·
Telegram: @kozurka