Andriy

Head of Customer Support

Andriy Pelypenko
Kyiv, Ukraine

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WEBSITES AND SOCIAL LINKS
LinkedIn: [открыть контакты](см. выше в блоке «контактная информация»)

SUMMARY
I am a seasoned Customer Support Leader with over 15 years of experience in the support field and about 7 years
of dedicated expertise in team management. Throughout my career, I have successfully built, leaded and scaled
four customer support teams from the ground up (as well as developed existing ones), specializing in high-growth,
international environments.

EXPERIENCE
HEAD OF CUSTOMER SUPPORT | Oct 2025 — Feb 2026
PayDo - Kyiv, Ukraine
I lead a group of L1 and L2 representatives, focusing on building a collaborative, creative, and high-performing
environment where excellence is the standard. I worked in fast-changing environments, turning operational
challenges into streamlined workflows.

HEAD OF CUSTOMER SUPPORT | Oct 2023 — Jun 2025
Fast Corporate - Kyiv, Ukraine
Built and managed a CS team handling onboarding, training, escalations, refunds, and chargebacks (PayPal,
Stripe, BlueSnap, CGI). Improved CRM and process automation; reduced manual workload. Managed chargeback
disputes (2K+ processed) with a 31% win rate in card-not-present environments. Reduced false-positive software
ags (e.g., VirusTotal) with a 30%
resolution success rate. Launched alerting and escalation systems; escalation path/procedures; streamlined
customer feedback and upsell strategies.

HEAD OF CUSTOMER SUCCESS TEAM | Aug 2020 — Oct 2023
eHopper - Kyiv, Kyiv City, Ukraine
Built and oversaw support, billing, inventory, and implementation teams. Designed and tracked KPIs: CSAT,
handle/response time, and ticket analytics. Unified customer communication across departments (QA, Dev,
Finance). Automated follow-ups and feedback collection, improving retention and reducing churn. Managed
CRM/desk tools for better support and sales coordination.

ACCOUNT MANAGER / LEAD OF EDUCATION AND PRODUCT INFORMATION | May
2019 — Aug 2020
B2B Soft - Kyiv, Ukraine
Dedicated Account Manager Operating as the lead point of contact for any and all matters specific to assigned
accounts. Building and maintaining strong, long-lasting customer relationships. Answer client queries and identify
new business opportunities among our existing clients.
 TEAM LEAD CUSTOMER SUPPORT SPECIALIST | Jun 2010 — Sep 2017
B2B Soft - Київ
Arrange and optimize work process of customer support department; provide trainings; assign and assist with
tasks; keep track on Customer Support department performance; monitor phone calls emails chats; evaluate
individual CS rep/CS team performance; perform interviews with Customer Support Rep candidates;
communication with partners; prepare statistical reports on calls, issues reported, cases/tickets submitted; provide
support over the phone/chat/email; report software/ hardware issues to dev/tech team, in case it is not possible
resolve them locally on client's PC; assist with successful communication of CS Team with other departments
(Dev, Tech, QA, Finance etc); assistance with VIP and problematic clients; creation of training materials for
clients (video and online knowledge base).

ANALYST OF DATABASE | Jan 2009 — Jan 2010
ControlPay - Kyiv
Auditing sea, air, rail, road shipments; investigation and resolution of possible problems connected with
international freight and payment; communication with carrier and shipper.

TEACHER/LECTURER, LEAD SPECIALIST OF TECH SUPPORT | Jan 2007 — Jan 2010
National University Ostroh Academy - Ostroh, Rivne reg
Teacher/lecturer of 'Informatics', 'International Information Systems', 'Technical support of the educational
process'. Lead specialist of Tech Support. Key responsibilities: software, hardware, and local network
troubleshooting university-wide.

DESIGNER IN PRINTING HOUSES | Jan 2008 — Jan 2009
Printing houses in Ostroh and Lutsk - Ostroh and Lutsk
Designer in Printing houses in Ostroh and Lutsk, video and sound operator in different projects, and online video
streaming of different events.

COMPUTER LAB ADMINISTRATOR | Jan 2001 — Jan 2003
National University Ostroh Academy - Ostroh
Software, hardware, and local network troubleshooting.

EDUCATION
The National University of Ostroh Academy | Specialist
Faculty of Romance and Germanic Languages | 2001 - 2006

SKILLS
Support Management Operations Management

Operations Administration Workflow Optimization

Team Leadership Performance Analytics

SaaS Support Tools Service Quality Assurance

Key Metrics Analysis Escalation Handling
LANGUAGES
English Ukrainian