Andriy

ANDRIY PELYPENKO
HEAD OF CUSTOMER SUPPORT
Kyiv, Ukraine | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | t.me/andriy_pelypenko
[open contact info](look above in the "contact info" section)

SUMMARY

Customer Support Leader specializing in building and scaling support teams and operations from the ground up in
fast-paced, international environments. People-first / Orientation on a result leadership approach, strong ownership
mindset, and the ability to drive operational excellence across multiple teams. Successfully built and managed 4
cross-functional teams, ensuring high service quality, efficient processes, and strong collaboration across
departments. Experienced in process optimization, system integrations, and workflow automation, with a focus on
improving customer experience, team performance, and overall operational efficiency.

CORE SKILLS & TOOLS

Leadership & Operations Systems & Tools Analytics & Customer
Team Leadership & Scaling Zendesk, Zoho, Freshdesk, MS CSAT / SLA / KPI Tracking
Support Operations Management Dynamics Ticket Analytics & Reporting
Process Optimization Fonelity, AirCall, Twilio Escalation Management
Cross-functional Collaboration Workflow Automation Chargebacks (PayPal, Stripe,
KPI & Performance Management AI: Claude, AI Studio, Talantly.ai, BlueSnap)
Customer Experience ChatGPT, Gemini, Bland.ai VIP Client Handling
System Integrations Customer Retention
Jira / Confluence

LANGUAGES

English — Advanced (C2) Ukrainian — Native

PROFESSIONAL EXPERIENCE

Boosta (PDF27) May 2026 — Sept 2026 | Kyiv, Ukraine

Customer Support Lead
• Built Customer Support department and processes from scratch.
• Set up infrastructure and tools.
• Created SOPs, internal and external knowledge base.
• Set up Customer Support processes and policies.
• Automated flows with AI agents (~50–60% of customer inquiries handled by AI agents).
• Decreased refund rate from 25% to 14% (and still in the process of reducing the rate).

PayDo Oct 2025 — Feb 2026 | Kyiv, Ukraine

Head of Customer Support
• Led L1–L2 support teams, fostering a high-performance and collaborative environment.
• Improved operational workflows through automation, AI bot implementation, and integration of additional
communication channels.
• Transformed support challenges into structured, scalable processes by updating internal/external knowledge bases
and SOPs.
• Increased CSAT by prioritizing CS tasks, shifting team focus from "On-Touch" tickets to FRT and customer follow-ups.

Fast Corporate LTD Oct 2023 — Jun 2025 | Kyiv, Ukraine

Head of Customer Support
• Built and managed customer support operations covering onboarding, training, escalations, refunds, FP detection, and
chargebacks.
• Processed 2K+ chargeback disputes in a Card-Not-Present environment with a 31% win rate.
• Improved CRM workflows and introduced automation, reducing manual workload through templates and process
automation.
• Reduced false-positive software flags (e.g., VirusTotal) for PUP software with a 30% resolution rate.
• Implemented escalation frameworks and alerting systems by involving CS team in tracking activities and escalation
paths.
• Optimized feedback loops and contributed to upsell strategies.

eHopper Aug 2020 — Oct 2023 | Kyiv, Ukraine

Head of Customer Success Team
• Built and managed support, billing, inventory, and implementation teams.
• Created and documented processes and policies; set up full CS infrastructure (Help Desks, CRM, chats, phone
systems, email marketing).
• Defined and tracked KPIs including CSAT, response time, and ticket analytics.
• Unified communication across QA, Dev, and Finance teams.
• Automated follow-ups and feedback collection, improving retention metrics.

B2B Soft Jun 2010 — Aug 2020 | Kyiv, Ukraine

Account Manager / Lead of Education & Product Information
• Acted as main point of contact for key accounts; built long-term client relationships.
• Identified upsell and growth opportunities across the portfolio.

Team Lead, Customer Support Specialist
• Managed support team operations, performance, training, and onboarding.
• Monitored KPIs and quality of service; handled VIP and complex escalations.
• Collaborated with Dev, QA, and Tech teams on product issues.

EDUCATION

The National University of Ostroh Academy 2001 — 2006

Specialist — Faculty of Romance and Germanic Languages