Kulyk

Serhii Kulyk
Results-oriented Head of Customer Support with extensive experience building customer service
departments from scratch. Created support organization from zero: formed team structure, hired and
onboarded 20+ specialists, designed processes, SLAs, knowledge base and quality control system,
implemented helpdesk software and multichannel support.
Skilled in team leadership, process automation, KPI management, training programs, and continuous
improvement. Deep expertise in online gambling and crypto products, focused on delivering
Personal outstanding customer experience and operational excellence in dynamic, high-volume environments.

Education
Name
Serhii Kulyk
Address Maintenance of computer systems and networks Sept 2013 - Jul 2017
Buzkova st, 25 Dnipro Power Engineering College, Dnipro
49115 Dnipro
Phone number Qualifications
[відкрити контакти](див. вище в блоці «контактна інформація»)
Email
[відкрити контакти](див. вище в блоці «контактна інформація») Software QA Tester (Quality Assurance Tester) Sept 2015 - Feb 2016
Date of birth Skill Up
22-12-1993 Acquired skills:
LinkedIn Understanding of Software Testing Methodologies
[відкрити контакти](див. вище в блоці «контактна інформація») Proficiency in Testing Tools
kulyk-9a7a2010a? Bug Reporting and Documentation
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Basic Databases and Programming Knowledge

Interests
Work experience

Extreme driving
Chat support manager Aug 2012 - May 2015
Traveling
JSC CB PRIVATBANK, Dnipro
Boxing Responsibilities:
Receiving customer requests in chat and providing accurate information
Languages Creating detailed reports on errors in online banking systems
Researching and providing information on bank products and services
Ukrainian Native Promoting new bank products

English B2
Manager of foreign economic activity Jun 2015 - Jun 2017
Russian Fluent Motus Group LLC, Dnipro
Responsibilities:
Control and organization of logistics
Supporting orders from the company's partners
Support and management of the product certification process.
Monitoring product availability, placing orders, and overseeing product delivery

Personal assistant to the CEO of the company Jun 2017 - Jan 2019
Motus Group LLC, Dnipro
Responsibilities:
Searching for and negotiating with new manufacturers to establish partnerships
Attending meetings with foreign partners
Fulfilling personal requests from the company founder
Analyzing the company's workflow and identifying ways to improve problematic processes

Senior Customer Support Manager Feb 2019 - May 2020
YellowStone (iGaming), Dnipro/remote
Responsibilities:
Processing incoming user requests (from various countries around the world) via chat, call, and
email
Making outgoing calls/emails to customers to provide information about the resolution of their

requests
Coordinating with all departments within the company to resolve customer requests
Creating and managing tickets in the Jira Service Desk tracking system
Assisting less experienced operators during the work process

Support trainer May 2020 - May 2021
YellowStone (iGaming), Dnipro/remote
Responsibilities:
Training new hires
Assisting in finding solutions for problem cases and handling complaints
Communicating with product and project managers to discuss possible improvements for the
company's website and support services
Developing training programs for both new and experienced support agents
Conducting and regularly updating the corporate knowledge base
Attending training sessions and master classes to improve training skills Testing operators to
determine the completion of their probation period or to promote them to a higher level
Supervising and providing additional training in one of the project areas, handling complex
requests, and creating a dedicated section for this in the knowledge base

Senior customer support agent (P2P specialist) May 2021 - Aug 2022
Binance, Dnipro/remote
Responsibilities:
Receiving customer requests and providing accurate information
Investigating and making decisions on appeals between customers
Educating new customers about the platform
Raising tickets to higher management for confirmations and approvals

Supervisor of P2P support team Aug 2022 - Jul 2023
Binance, Dnipro/remote
Responsibilities:
Monitoring and managing daily operations of the support team to ensure efficient handling of
customer inquiries and timely resolution of issues
Coaching and mentoring support agents, providing guidance and training to improve performance
and customer satisfaction
Analyzing team performance metrics and generating reports to identify trends, areas for
improvement, and best practices
Escalating complex customer issues and collaborating with higher management to find solutions
and ensure customer satisfaction
Ensuring adherence to company policies and procedures, including quality standards, response
times, and KPIs, while promoting a positive work environment

Head of Support Aug 2023 - Apr 2025
Simple Europe UAB, Dnipro/remote
Responsibilities:
Building the customer support department from the ground up, including recruiting, training, and
establishing the foundational structure and roles within the team
Designing and implementing support processes and workflows, ensuring scalability and efficiency
as the company grows, and aligning them with the overall business goals
Creating and defining support strategies to deliver exceptional customer experiences while
managing resource allocation and optimizing support efforts
Establishing key performance indicators (KPIs) and metrics to monitor and improve team
performance, customer satisfaction, and the overall efficiency of the support department
Collaborating closely with cross-functional teams, including product, marketing, and development,
to shape product improvements, address customer feedback, and enhance the customer journey
Handling escalated customer issues, ensuring high-quality resolutions, and establishing a
proactive approach to problemsolving to prevent future issues as the company scales

Head of Support May 2025 - Jan 2026
NDA (iGmaing), Dnipro/remote
Responsibilities:
Spearheaded full setup of customer support operations from scratch, including team structure
design, role definitions, and initial staffing

Created scalable support infrastructure encompassing ticketing systems, knowledge bases, and
multi-channel communication setup
Defined and rolled out customer service standards, response protocols, and quality assurance
frameworks tailored to high-volume operations
Set up and tracked core support metrics (CSAT, FCR, resolution time, escalation rate) with
regular performance dashboards and reviews
Directed recruitment, training, and ongoing development of support agents to build a resilient and
high-performing team
Partnered with product, compliance, finance, and marketing teams to translate customer insights
into actionable product and process enhancements

Hard Skills

Building & Scaling
Customer Support
Departments

Process Design &
Optimization

CRM & Helpdesk Systems
(Intercom, LiveChat etc.),

Omnichannel Support
Implementation

Automation & AI-Integration
in Customer Support

KPI & SLA Definition &
Monitoring (CSAT, ART,
FRC)

Support Team Recruitment,
Training & Onboarding

Analytics & Data-Driven
Improvements

Multilingual Team
Management & Quality
Assurance

Regulatory Compliance
(KYC, AML, GDPR)

Workforce Management &
24/7 Operations Setup

Soft Skills

Strategic Leadership & Team Building
Inspiring & Motivating High‑Performance Teams
Emotional Intelligence & Empathy
Clear Communication & Stakeholder Management
Cross‑Functional Collaboration
Advanced Problem‑Solving & Decision‑Making
Conflict Resolution & Escalation Management
Adaptability & Change Leadership
Resilience & Stress Management under Pressure
Coaching, Mentoring & Talent Development
Prioritization & Effective Workload Management
Customer‑Centric & Business‑Aligned Mindset

SOFTWARE & TOOLS

Experienced with the following software, tools and platforms:

Zendesk
Intercom
LiveChat
Freshdesk
Jira Service Desk
HubSpot Service Hub
Salesforce
Confluence
Notion
Google Analytics
Trello
Asana
Coursera
Slack
Zoom
Microsoft Teams
Google services, including Docs, Sheets, and other collaborative tools