Валерія

Valeriia Zaitseva
Customer Care Specialist/Billing Support Specialist
[відкрити контакти](див. вище в блоці «контактна інформація») [відкрити контакти](див. вище в блоці «контактна інформація») Netishyn, Ukraine

Ukrainian 11/10/1994 [відкрити контакти](див. вище в блоці «контактна інформація»)

Profile
Versatile and experienced professional with a background in English teaching, interpretation, and over 7 years
of expertise in customer support via calls and ticketing systems. Known for strong communication skills, a
friendly and approachable demeanor, and a high level of responsibility. Continuously seeking growth by
embracing new challenges and exploring fresh perspectives in every role.

Professional Experience
Customer Support Representative, SupportYourApp 12/2018 – 09/2024
(Ticket-Based Support) Focused on billing support. Tools: Zendesk, PayPal, Stripe, Kyiv, Ukraine
Slack, Jira, Amplitude, Confluence
Provided empathetic and efficient support via tickets only, primarily handling
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billing-related inquiries, including refunds, failed payments, duplicate charges,
and subscription management.
Resolved complex payment issues through third-party platforms such as PayPal
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and Stripe, ensuring accurate and timely resolutions for users.
Supported customers of a meditation and wellness app, assisting with account
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access, billing cycles, cancellations, and general product questions.
Used Zendesk to manage workflows and create macros for recurring billing
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scenarios to improve ticket handling speed and consistency.
Handled a wide range of inquiries related to a wellness and meditation app,
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including technical troubleshooting, account issues, subscription management,
and B2B client inquiries.
Collaborated closely with internal teams through Slack, reported bugs in Jira,
•

and analyzed user behavior patterns with Amplitude to identify billing-related
trends.
Maintained up-to-date support documentation and internal processes in
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Confluence.
Participated in regular team calls and syncs, sharing customer insights and
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contributing to continuous improvement of the support experience.
Conducted QA checks on ticket responses to ensure clarity, accuracy, and
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adherence to support standards.

Customer Support Agent, Sky Call 08/2018 – 11/2018
Handled support via phone and ticketing system Kyiv, Ukraine
Provided prompt and professional customer service through inbound/outbound
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calls and written correspondence.
Assisted clients with inquiries related to billing details, payments, and account
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adjustments.
Resolved issues related to customer orders, including tracking, product
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information, and delivery updates.
Maintained accurate records of interactions in CRM systems, ensuring data
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integrity and follow-ups.
Collaborated with internal departments to escalate and resolve complex
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customer issues efficiently.

Maintained high satisfaction scores by delivering clear, empathetic, and solution-
•

oriented support.

Product Support Agent/Billing Specialist, BetterMe 10/2024 – Present
BetterMe | Tools: Zendesk, Amplitude, Google Sheets/Docs, Stripe, Solid, Google Play remote
Console
Delivered expert product and billing support for BetterMe app users, handling a
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wide range of inquiries related to subscriptions, payments, refunds, and
account access.
Specialized in resolving payment issues through multiple platforms including
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Stripe, Solid, and Google Play, ensuring accurate, secure, and timely resolutions.
Utilized Zendesk for managing ticket-based communication, categorizing issues,
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and creating macros to streamline frequent support scenarios.
Monitored user activity via Amplitude to better understand user behavior,
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identify pain points, and tailor support accordingly.
Maintained and collaborated on internal documentation using Google Docs and
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Google Sheets, contributing to knowledge sharing, reporting, and workflow
optimization.
Worked cross-functionally with product, engineering, and QA teams to escalate
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bugs, report app issues, and advocate for user feedback.
Participated in the continuous improvement of billing flows and support
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processes to reduce churn and improve user satisfaction.
Ensured high-quality responses through peer QA reviews and adherence to
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internal SLAs and communication guidelines.

Education
Master’s Degree in English Philology, minoring in German and World Lit, 09/2012 – 06/2018
Volodymyr Vynnychenko Central Ukrainian State Pedagogical University Kropivnitskiy, Ukraine
Gained in-depth knowledge of English linguistics, grammar, phonetics, academic
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writing, and literature analysis.
Studied a broad range of literary works from global authors, with a focus on
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critical thinking and cross-cultural understanding.
Developed strong research and analytical skills through coursework,
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presentations, and a master’s thesis.
Studied German as part of a minor, reaching a solid understanding of its
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grammar, vocabulary, and cultural context.
Participated in seminars, language workshops, and academic discussions to
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enhance public speaking and interpretation skills.

Languages
German, A2-B1 Ukrainian Russian

Interests
Interpreting, Speaking Clubs
Skilled in interpreting
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(consecutive and
simultaneous), enabling clear,
accurate, and culturally
sensitive communication in
fast-paced environments.
Experienced in organizing and
•

leading English Speaking
Clubs, fostering
communication skills,
confidence, and teamwork
among participants.
Strong cross-cultural
•

awareness and ability to
facilitate smooth interactions
between diverse teams and
clients.
Proven leadership and
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facilitation skills, enhancing
collaboration and engagement
in team and customer-facing
settings.

Skills
Hard Skills
Customer Support & Ticketing Systems (Zendesk)
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Payment Processing & Billing Support (Stripe,
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PayPal, Solid, Google Play)
Product Support & Issue Escalation (Jira,
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Amplitude)
Knowledge Base & Documentation (Confluence,
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Google Docs, Sheets)
Macro Creation & Workflow Automation (Zendesk
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macros)
Data Analysis & User Behavior Insights (Amplitude)
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Multilingual Communication (English, German
•

basics)
Interpretation (Consecutive and Simultaneous)
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Microsoft Office & Google Workspace proficiency
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Soft Skills
Strong Verbal and Written Communication
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Cross-Cultural Awareness & Empathy
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Problem-Solving & Critical Thinking
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Time Management & Prioritization
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Team Collaboration & Coordination
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Customer-Centric Attitude & Patience
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Adaptability & Continuous Learning
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Leadership & Facilitation (via Speaking Clubs)
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Conflict Resolution & Diplomatic Handling of
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Sensitive Issues