Тетяна

TETIANA KARPINSKA
Customer Care Team Lead

PROFILE WORK EXPERIENCE
Results-driven Team Lead with 4+ years at Customer Care Team Lead
Wix. Skilled in technical customer care, people Wix.com | March 2024 – Present
management, AI tools research, data analysis, Global cloud-based web development platform serving 200M+ users worldwide, 5,000+ employees across Tel
and cross-functional collaboration. Aviv, New York, Miami and beyond.
EDUCATION Lead and manage a technical customer care team specializing in Wix Studio, Velo by Wix, and other
Wix verticals, supporting users and businesses across the EN market globally.
Ivan Franko National
Mentor, advise, and set clear performance expectations for team members, fostering a culture of
University of Lviv
transparency, growth, and accountability.
B.Sc. in Linguistics
Handle complex customer escalations personally, leading by example with creative problem-solving.
SKILLS
Spearhead AI tools research for the Customer Care department; appointed internal AI Ambassador —
People Management & Leadership actively integrating AI-driven solutions into daily workflows.
AI Tools Research & Implementation Conduct data analysis of KPIs and operational metrics to identify gaps and drive global
Data Analysis & KPI Reporting improvements.
Cross-functional Collaboration Deliver presentations and updates on a global level to leadership and cross-company stakeholders.
Public Speaking & Presentations
Collaborate cross-departmentally to improve processes and communicate with different stakeholders.
Hiring & Recruitment
Serve as office POC, organizing events, presentations, and meetings.
Customer Escalation Handling
Process Improvement Create internal guidelines and documentation to standardize team processes.
Onboarding & Training Onboard and train new team members, ensuring smooth integration into the team.
Critical Thinking
Time Management & Prioritization
AI Training Data Specialist (Part-time)
Defense-sector Company | October 2025 – Present
TOOLS Contributed to training an AI-powered voice recognition system by providing structured audio data,
feedback, and quality validation.
CRM & Support:
Salesforce, proprietary tools Helped improve model accuracy by identifying edge cases and annotating speech patterns for
machine learning pipelines.
Productivity:
G-Suite, MS Office Recruitment Coordinator (Internal)
Analytics: Wix.com | July 2023 – April 2024
Tableau, Power BI Revamped the hiring process as part of a dedicated hiring taskforce.
Project Mgmt: Designed technical assessment tasks for candidates and conducted tech interviews.
Atlassian, Jira, Trello Facilitated the full interview process: active candidate search, feedback, and seamless experience for
Recruitment: all stakeholders.
SmartRecruiters
Customer Care Expert
LANGUAGES Wix.com | April 2021 – March 2024
English Global SaaS platform empowering businesses and individuals to build and grow their online presence.
Advanced Provided expert L1 & L2 support to Wix users via chat and email, resolving technical and
Ukrainian business-related issues.
Native Understood each user's business goals and guided them through their Wix journey with tailored
Bulgarian advice.
Upper Intermediate Represented the user voice internally to product teams, analytics, and other departments.
CONTACT Developed and maintained positive customer relationships, consistently achieving high satisfaction
scores.
[відкрити контакти](див. вище в блоці «контактна інформація»)
[відкрити контакти](див. вище в блоці «контактна інформація») Technical Support Advisor | Customer Support Representative
[відкрити контакти](див. вище в блоці «контактна інформація») Webhelp | September 2019 – November 2020
Global BPO and customer experience company with 50,000+ employees, delivering outsourced support for
leading international brands.
TPV Technology (Philips | TPVision): Provided L1 & L2 technical support via email and phone;
mentored, coached, and onboarded new and junior team members; maintained CRM records and
worked on internal guide translations.
Norwegian Air (L1 & L2 Support): Handled bookings, rebookings, upgrades, cancellations, and fare
consulting via chat and email.