Соломія

Solomiya K.
Support Coordinator | Customer Support | Operations
Lviv, Ukraine • German C1 • English B2 • Ukrainian — Native

PROFESSIONAL SUMMARY
Support and Operations professional with 6+ years of experience in customer support, technical issue
coordination, process documentation, onboarding, and day-to-day operations within e-commerce and digital
products. Experienced in working with German-speaking customers, handling complex requests across email,
chat and phone, investigating technical and account-related issues, coordinating with development teams, and
maintaining accurate operational data. Strong at translating customer needs into clear internal tasks, identifying
recurring issues, improving support processes, and creating user-oriented documentation. Comfortable working
independently in fast-paced international environments.

CORE SKILLS
Customer & Technical Support Support Operations Issue & Incident Coordination
Customer Communication German-speaking Customer Support Jira & Bug Tracking
Ticket Creation & Prioritization User Validation & Account Issues Process Documentation
Knowledge Base / Help Center Onboarding & Training Cross-functional Communication
Content
Data Management & Microsoft Excel Digital Product Validation Vendor & Affiliate Coordination
E-commerce Operations Payment & Checkout Support Problem Solving
Process Improvement

TOOLS & TECHNOLOGIES
Support & Project Management: Intercom, Jira, Confluence, bug tracking tools
Data & Technical: Microsoft Excel, JSON, DBeaver
Operating Systems: Windows, iOS, Linux
Business & Payment Platforms: PayPal, Stripe
Office: Microsoft Office

PROFESSIONAL EXPERIENCE
CopeCart — Support Coordinator
March 2020 – October 2026 | E-commerce / Digital Payment Platform
• Acted as the first point of contact for German-speaking end users, providing support via email, chat and phone.
• Handled customer requests related to refunds, cancellations, deliveries, checkout, account issues, bugs and
payouts.
• Investigated customer-reported issues and translated them into clear technical information for internal teams.
• Created and maintained Jira tickets for bugs and improvement requests, collaborating with the development team
until issues were clarified or resolved.
• Performed user validation and digital product validation.
• Created and managed operational data in Microsoft Excel.
• Created and managed contracts for vendors and affiliates.
• Checked and responded to incoming post and handled related administrative tasks.
• Reviewed and improved knowledge-base articles, making information more user-oriented and easier to
understand.
• Created internal process documentation and operational guidelines.
• Supported the onboarding of new team members and helped newcomers become familiar with support processes
and tools.
• Worked with payment-related customer cases involving platforms such as PayPal and Stripe.
• Communicated customer feedback and recurring issues to relevant internal teams, helping connect customer
needs with product and operational processes.

Movie Translator — Goethe-Institut Festival
December 2022
• Translated the movie Monte Verita and created subtitle scripts in .srt format.

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Translator — Wiz-Art Short Film Festival
February 2019 – September 2021
• Translated short films and created subtitle scripts in .srt format, maintaining meaning, context and natural
language.

EDUCATION
National Ivan Franko University of Lviv
Bachelor’s Degree in Ukrainian-German Translation and Linguistics | 2016 – 2020

LANGUAGES
Ukrainian — Native | German — Advanced (C1) | English — Upper-intermediate (B2) | French — Pre-intermediate
(A2)

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