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Iryna Mysnyk
Customer Support Leader | Head of Support
Poltava, Ukraine (Remote) · [open contact info](look above in the "contact info" section) · [open contact info](look above in the "contact info" section) · Telegram: @irshhhhh

PROFILE
Customer Support Leader with 8+ years across EdTech and e-commerce, including hands-on experience building support
functions from the ground up. Currently leading a dedicated 15-person support team and shift coverage for up to 60 staff,
with full end-to-end ownership of team processes, from scheduling to workflow design.
Comfortable owning both the people side (leading teams and shifts, coaching agents, managing escalations) and the
systems side (process design, tooling, AI-assisted automation, KPIs). Increasingly focused on the intersection of support
and product — using frontline insight to influence retention, onboarding, and customer experience decisions.

CORE SKILLS
• Team & Shift Leadership — hiring, coaching, performance management
• Support Operations Design — building support functions from scratch, omnichannel setup, QA frameworks
• Tools & Systems — Zendesk, ticketing/chat platforms, escalation workflows
• Onboarding & Training — designing agent onboarding, internal training programs
• Process & Data-Driven Optimization — KPI tracking, workflow structuring, retention initiatives
• Escalation & Complex Case Handling — high-stakes resolutions in fast-paced international environments
• AI-Assisted Process Automation — implementing AI tools to streamline support workflows

EXPERIENCE

Customer Support Team Lead — Skelar (EdTech, US & worldwide) 01/2026 – Present
• Directly manage a dedicated team up to 20 support agents, with full end-to-end ownership of team processes — from
onboarding to daily operations.
• Built shift structures and team workflows from scratch, coordinating shift coverage across up to 60 staff.
• Drive process optimization and implement AI tools to automate and streamline support workflows.

Head of Support — Medvoice Inc. (EdTech, Ukraine) 02/2025 – 02/2026
• Built the support department from the ground up over one year, designing and implementing an omnichannel support
system end to end.
• Improved cross-team communication and internal processes, aligning support with other departments.
• Structured support workflows and shift coverage, and designed onboarding/offboarding flows for new hires.

Customer Support Lead — Pawious Inc. (Amazon, Walmart, Shopify — US & Canada) 08/2024 – 05/2025
• Led a team of up to 4 support agents across Amazon, Walmart, and Shopify channels, handling complex cases and
escalations in a fast-paced international environment.
• Built and implemented an omnichannel support system from scratch, ahead of formal metrics tracking being in place.

Customer Support Agent — EverHelp 03/2024 – 09/2024
• Managed customer chats and tickets in Zendesk, resolving inquiries across a high-volume support queue.

Support Manager — Tuba Duba (made-to-order clothing production) 05/2022 – 01/2024
• Acted as direct/supply manager for a made-to-order clothing business, owning the customer journey end to end —
from in-person consultations and measurements to production and delivery.
• Coordinated communication between manufacturing, marketing, and customer support, troubleshooting issues across
the full order lifecycle in a small, hands-on team.
ADDITIONAL EXPERIENCE
Product Manager, Zmist Media (09/2019 – 01/2021)
Receptionist, Dream Hostel (01/2021 – 02/2022)
Customer Support Agent (phone), Norwegian Airlines (09/2017 – 01/2018)
Community Manager, Crimea SOS, NGO (01/2015 – 06/2017)

EDUCATION & LANGUAGES
Poltava National Pedagogical University — Philology, 2013–2017
Ukrainian, Russian — fluent · English — B2/C1