Andriy

Andriy Pelypenko
Head of Customer Support

Kyiv, Ukraine [відкрити контакти](див. вище в блоці «контактна інформація») [відкрити контакти](див. вище в блоці «контактна інформація»)

Summary

Customer Support Leader with over 15 years in customer service and 10+ years in team leadership across SaaS industries (B2B
and B2C). Proven expertise in building and scaling support teams, developing customer-facing processes, handling
compliance/escalations, and improving product feedback loops. Successfully led chargeback reduction, false positive incident
handling, and operational automation in fast-paced, international environments.

Experience

Head of Customer Support & Compliance Advisor- 10/2023 to 06/2025
Fast Corporation Ltd, Kyiv, Ukraine
Built and managed a CS team handling onboarding, training, escalations, refunds, and chargebacks (PayPal, Stripe, BlueSnap,
CGI). Improved CRM and process automation; reduced manual workload. Managed chargeback disputes (2K+ processed)
with a 31% win rate in card-not-present environments. Reduced false-positive software flags (e.g., VirusTotal) with a 30%
resolution success rate. Launched alerting and escalation systems; escalation path/procedures; streamlined customer feedback
and upsell strategies.

Head of Customer Success- 08/2020 to 12/2023
eHopper POS, Kyiv, Ukraine
Oversaw support, billing, inventory, and implementation teams. Designed and tracked KPIs: CSAT, handle/response time, and
ticket analytics. Unified customer communication across departments (QA, Dev, Finance). Automated follow-ups and
feedback collection, improving retention and reducing churn. Managed CRM/desk tools for better support and sales
coordination.

Account Manager & Education/Product Info Lead- 09/2018 to 08/2020
B2B Soft, Kyiv, Ukraine
Main point of contact for high-value accounts; drove upsells and renewals. Led training for new features/releases, coordinated
product documentation and customer training.

Team Lead – Customer Support- 06/2011 to 09/2018
B2B Soft, Kyiv, Ukraine
Managed 15-rep CS team, conducted performance evaluations and reporting. Delivered VIP support, created training materials,
and led hiring/interviews. Ensured cross-departmental sync on issue escalation and resolution.

Data Analyst (Logistics)- 01/2010 to 01/2011
ControlPay, Kyiv
Audited freight invoices, coordinated issue resolution between carriers and shippers.

Lecturer in Informatics & IT Support lead- 01/2001 to 01/2010
National University of Ostroh Academy, Ostroh
Maintained campus-wide IT systems and labs.
Education

Specialist, Faculty of Romance and Germanic Languages, 2001 to 2006
The National University of Ostroh Academy, Ostroh

Skills

Leadership and team management Customer oriented
Analytical / Creative / Strategic thinking Stress resilience
Process building and optimization Communication, Team building and mentorship
Shift management Chargeback and dispute management
Handling false-positive software detections (e.g., CRM and support systems (Zendesk, Zoho, Jira)
VirusTotal, antivirus)
Process automation Technological literacy
KPI and performance management Cross-department collaboration (Dev, QA, Sales)
Customer retention and sales

Websites and Social Links

LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація»)

Reference

Reference available upon request