Юрій

Hellow!
Yurii I’m,
Shurypa
Senior Support Operations Specialist

[open contact info](look above in the "contact info" section) Kyiv

[open contact info](look above in the "contact info" section)

Customer Support professional with 2+ years of experience in technology and customer-facing environments, progressing from
Customer Support Agent to Second Line and Master/Lead Agent.

Experienced in handling complex customer and product-related issues, troubleshooting, escalation management, Jira-based workflows,
documentation, process improvement, and cross-functional collaboration with Product, Operations, and QA teams.

Strong analytical and problem-solving skills with hands-on experience in automation, APIs, CRM/support platforms, and data analysis.
Focused on turning customer feedback and recurring issues into actionable product and process improvements.

EDUCATION
WORK EXPERIENCE Master of Law degree
Khmelnytskyi University of Law
and Management - (2017-2024)
Headway Inc.: OCT 2024 - PRESENT
NOV 2025 - NOW - Master/Lead Agent OCT 2024 -JUL 2025 - Customer Support Agent
Handle and coordinate complex customer and product- Provided customer support through written communication
related cases requiring investigation and cross-functional channels.
collaboration. Investigated customer issues and provided structured
Work closely with Support, Product, Operations and QA teams troubleshooting and product guidance.
to identify recurring issues and improve customer-facing Worked with internal knowledge bases, macros and support
processes. workflows.
Analyze support data and recurring customer issues to Escalated complex product issues and provided detailed
identify product and operational improvement opportunities. information for further investigation.
Create and maintain internal documentation, workflows, Identified recurring customer problems and communicated
escalation procedures, macros and knowledge-base insights to internal teams.
materials. Maintained high standards of written communication and
Develop and optimize support automation, including triggers, customer experience.
workflows and AI-assisted solutions.
Developed an automated translation solution using Gemini, MMM Express - Customer Support Representative
reducing translation time from approximately 1–1.5 minutes to
around 10 seconds and reducing monthly costs in 40 times. DEC 2023 - SEP 2024
Work with Jira, Zendesk, Amplitude, Postman, Google
Workspace, Apps Script and Make. Assisted drivers and brokers with operational and customer-
Support onboarding of new team members through related issues.
structured documentation, workflows and training materials. Communicated with drivers and brokers via phone and email.
Coordinate workload and priorities across support processes Worked with TMS systems and entered and updated shipment
to maintain service quality and operational efficiency. information.
Investigated operational issues and coordinated their
JUL 2025 -NOV 2025 - Second Line Agent resolution.

Investigated complex and escalated customer cases
requiring deeper product and technical analysis.
TOOLS
Troubleshot product issues and identified patterns across Jira · Zendesk · Amplitude · Postman · Google Workspace · Google
multiple customer cases. Apps Script · Make · CRM · TMS
Collaborated with Product and Operations teams on recurring
product problems and process improvements.
CORE SKILLS
Created and updated internal troubleshooting
documentation and support workflows. Customer Support · Technical Troubleshooting
Participated in quality assurance and validation of product- Escalation Management · Product Investigation
related solutions. Cross-functional Collaboration · Process Improvement
Supported first-line agents with complex cases and product Documentation & Knowledge Base · QA & Testing
knowledge. Automation & AI · Data Analysis