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Solomia Kulbachynska

@solomiakulbachynska

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I build scalable customer success systems that improve retention, service quality, and team performance.

Ukraine

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What I'm looking for

I'm looking to lead and improve customer success or service operations, using team systems, service metrics, experimentation, and AI automation to strengthen retention and customer experience.

At PawChamp, I owned the expert consultation stream for a global platform operating across 173 countries. I scaled the team from 10 to 23 people and built its hiring profile, onboarding, KPI and grade frameworks, performance reviews, quality standards, and offboarding process.

I improved retention and customer-review conversion by more than 2x, built Zendesk dashboards for performance tracking, and launched revenue initiatives, Health & Care, and AI automations for chats, email requests, summaries, notifications, and follow-ups.

Before PawChamp, I led teams of 20+ specialists at OBRIO, owned performance cycles and hiring, ran A/B tests and market analysis, and managed shift operations. I use service metrics, cohort and holdout logic, Amplitude, Zendesk, and SQL to turn customer behavior into practical improvements.

Experience

Work history, roles, and key accomplishments

Customer Success Lead

PawChamp

Aug 2025 - Sep 2026 (1 year 1 month)

Set strategy for the expert stream and owned quarterly OKRs, scaling the team from 10 to 23 people. Built the full expert lifecycle including onboarding, KPI system, and performance reviews, and increased retention and review conversion by more than 2x.

Zendesk Amplitude AI Automation KPI Design Team Scaling Performance Management Retention Revenue Initiatives Certification Programs Claude Bluedot

Team Lead

Obrio

Mar 2024 - Jul 2025 (1 year 4 months)

Managed a team of 20+ specialists, owning performance, development, and delivery against targets. Ran the full performance cycle, hiring, and cross-functional collaboration to improve workflows.

Team Management KPI OKR Systems Performance Reviews Hiring A B Testing Market Analysis Process Improvement Analytics

Shift Lead

Obrio

Sep 2022 - Feb 2024 (1 year 5 months)

Owned daily shift operations for a team of 10+ specialists, ensuring SLA stability and serving as escalation point. Onboarded newcomers and conducted coaching sessions to improve communication quality.

Shift Management SLA Escalation Handling Onboarding Coaching Competitive Analysis A B Testing

Supply Specialist

Obrio

Mar 2022 - Sep 2022 (6 months)

Handled user consultations in chat end to end, owning quality and user experience. Conducted proactive outreach and maintained the team's knowledge base.

Customer Support Text Consultations Proactive Outreach Knowledge Management Data Analysis

Operations Manager

RoboCode

May 2021 - Dec 2021 (7 months)

Communicated with students, parents, and partners to ensure high-quality service. Managed CRM, planned events, and supported advertising efforts to attract new students.

CRM Event Planning Client Relations Documentation Team Coordination