Валерія

VALERIIA ZAITSEVA
E-COMMERCE SPECIALIST | CUSTOMER SUPPORT | BILLING OPERATIONS
Netishyn, Ukraine • [open contact info](look above in the "contact info" section) • [open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
PROFESSIONAL PROFILE
Customer support and e-commerce professional with experience progressing from product support to billing operations and e-commerce. Experienced in handling customer enquiries, investigating account and payment issues, and communicating clear next steps. Familiar with Shopify and support, payment, and product-analysis tools, including Zendesk, Stripe, PayPal, Solid, Google Play Console, and Amplitude. Brings a customer-focused approach, careful case documentation, and experience collaborating with internal teams to resolve issues and improve the support experience.
PROFESSIONAL EXPERIENCE
BetterMe
Remote • Tools: Shopify, Zendesk, Amplitude, Google Sheets/Docs, Stripe, Solid, Google Play Console
E-commerce Specialist (Retail Agent, E-commerce) | Feb 2026 – Present
• Support e-commerce-related customer and retail workflows, using Shopify as part of the role.
• Review customer requests, gather relevant order or account details, and help identify the appropriate next steps or escalation route.
• Communicate clearly with customers and internal teams to support consistent case handling and a reliable customer experience.
Billing Agent | Feb 2025 – Feb 2026
• Managed customer enquiries related to subscriptions, payments, refunds, failed transactions, and billing changes.
• Investigated payment cases using tools including Stripe, Solid, and Google Play Console, then explained outcomes and next steps in clear language.
• Handled ticket-based cases in Zendesk, following internal procedures, service standards, and escalation paths.
• Recognized recurring billing questions and used consistent workflows to keep responses accurate and customer-focused.
Product Support Agent | Oct 2024 – Feb 2025
• Helped app users resolve product questions, account-access issues, and common technical problems.
• Investigated user-reported issues, documented relevant details in Zendesk, and escalated bugs or recurring problems to the appropriate teams.
• Used product documentation and available insights to guide customers through troubleshooting and explain practical next steps.
Customer Support Representative (Ticket-Based Support) | SupportYourApp | Dec 2018 – Sep 2024
Kyiv, Ukraine • Tools: Zendesk, PayPal, Stripe, Slack, Jira, Amplitude, Confluence
• Managed ticket-based customer support, with a focus on refunds, failed payments, duplicate charges, subscription changes, and other billing enquiries.
• Investigated payment issues through PayPal and Stripe and communicated resolutions in a clear, timely, and professional way.
• Supported users of a meditation and wellness app with account access, cancellations, billing cycles, technical troubleshooting, and general product questions.
• Created Zendesk macros for recurring billing scenarios to support consistent responses and efficient case handling.
• Worked with colleagues through Slack, logged product issues in Jira, used Amplitude to explore user-behaviour patterns, and maintained internal guidance in Confluence.
Customer Support Agent | Sky Call | Aug 2018 – Nov 2018
Kyiv, Ukraine • Tools: Phone support, ticketing system, CRM
• Provided customer service through inbound and outbound calls as well as written correspondence.
• Helped customers with billing and payment questions, account adjustments, order status, product information, and delivery updates.
• Recorded interactions accurately in CRM systems and coordinated with internal departments when an issue needed escalation.
• Used clear, empathetic communication to understand customer concerns and work toward practical resolutions.
EDUCATION
Master’s Degree in English Philology; minor in German and World Literature
Volodymyr Vynnychenko Central Ukrainian State Pedagogical University | Sep 2012 – Jun 2018 | Kropyvnytskyi, Ukraine
Coursework included English linguistics, grammar, phonetics, academic writing, literature, and German. The programme developed research, analytical writing, presentation, and cross-cultural communication skills.
KEY SKILLS
• Platforms & E-commerce: Shopify
• Customer Support & Ticketing: Zendesk
• Billing & Payments: Stripe, PayPal, Solid, Google Play Console
• Product Support & Issue Tracking: Jira, Amplitude
• Documentation & Collaboration: Confluence, Google Docs, Google Sheets, Slack
• Workflow Improvement: Zendesk macros, structured support processes
• Productivity: Microsoft Office, Google Workspace
Professional strengths: Written and verbal communication; customer focus and empathy; problem-solving and critical thinking; prioritization and time management; cross-functional collaboration; conflict resolution; adaptability.
LANGUAGES
Ukrainian — Native • Russian — Fluent • English — Fluent • German — A2