Артем

ARTEM KOZLENKO
Head of Global Customer Support

PROFILE

Customer support leader with 8+ years in customer-facing roles and hands-
on experience building and running a global support organization. At TULU,
progressed from frontline specialist to Head of Global Customer Support,
owning support strategy and quality across the US, Canada, UK and EU.
C O N TA C T
Skilled at turning messy, high-volume operations into scalable processes —
training frameworks, escalation workflows, automation and reporting. Known
LO C AT I O N
Kyiv, Ukraine for clear communication, empathy and a strong systems-thinking approach
to removing friction for both customers and agents.
EMAIL
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PHONE P R O F E SS I O N A L E X P E R I E N C E
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Head of Global Customer Support Jul 2024 – Present · Remote
LANGUAGES TULU — in-building rentals & smart-shop platform
• Own the global customer support function across the US, Canada, UK and
Ukrainian EU markets — strategy, staffing, quality standards and day-to-day
Native
operations for a distributed, multi-time-zone team.

English • Hire, onboard, mentor and coach support agents; built the team's training
Advanced (C1) frameworks, performance standards and quality-review processes from
the ground up.
• Design and continuously improve scalable workflows for escalations,
CORE SKILLS
payment disputes, shop-discrepancy investigations, long-rental
▸
enforcement and connected-device troubleshooting.
Global Support Leadership
▸ • Own SLA and CSAT outcomes; built internal reporting dashboards to track
Team Building & Coaching
volumes, response times and team performance, and use them to drive
▸ CX Strategy & Operations
staffing and process decisions.
▸ Workflow Design & Automation
• Act as the voice of the customer with Product, Tech and Operations —
▸ Escalation Management surfacing recurring friction, escalating bugs with full context and following
▸ Conflict Resolution fixes through to resolution.
▸ Technical Troubleshooting • Built and maintain the team's knowledge base, macro library and
▸ Reporting & Dashboards
automation rules in Intercom, reducing handle time and repeat contacts.

▸ Cross-functional Collaboration • Coordinate incident response and third-party service partners (cleaning,
laundry) across regions during outages and service disruptions.
▸ Knowledge Management

Customer Support Specialist Dec 2023 – Jul 2024 · Remote
TOOLS & SYSTEMS TULU
• Managed inquiries on rentals, memberships and purchases; performed
Intercom, Asana, Slack, Stripe,
real-time troubleshooting of connected devices and app issues.
Tableau, Notion, Zoho, Google
Workspace, CRM systems, IoT • Worked with Ops to identify shop discrepancies and misuse patterns;
device & camera systems (Tapo / maintained strong CSAT and contributed to documentation and macro
Reolink) development — promoted to lead the team within 8 months.

E D U C AT I O N EARLIER EXPERIENCE

MSc in Economics Customer Support Specialist — Allset Mar 2020 – Oct 2023 · Kyiv
BSc in Business Economics High-volume support for a US restaurant marketplace; resolved complex
Kyiv National Economics delivery and order issues, recognized for reliability and conflict resolution.
University
2013 – 2018 · Kyiv, Ukraine Account Manager — Livingston Research Sep 2016 – Mar 2020 · Kyiv
Managed client accounts and communication workflows, ensuring service
quality and delivery consistency.