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Uliana Shevchenko

@ulianashevchenko

Customer care lead in crypto fintech who led a four-person team and developed an internal knowledge base.

At Crypto FinTech, I led a team of four customer support and customer success specialists as Head of Customer Care Department. I handled escalated cases and worked with Dev, Product, Sales, and BA teams.

I developed an internal knowledge base and standardized response templates, and supported key clients from onboarding through continued product engagement.

At Morningstar Technologies (CryptoExchange), I handled customer inquiries across multiple channels, maintained response macros, and categorized tickets for performance analysis and trend identification.

Experience

Work history, roles, and key accomplishments

Head of Customer Care Department

Crypto FinTech

Jan 2023 - Jan 2026 (3 years)

Led a team of 4 customer support and customer success specialists. Handled escalated cases and collaborated cross-functionally with Dev, Product, Sales and BA teams. Developed internal knowledge base and standardized response templates. Provided support for key clients from onboarding through continued engagement with the product.

Customer Support Customer Success Team Leadership Escalation Management Cross Functional Collaboration Knowledge Base Development Client Onboarding

Senior Customer Support Manager

Morningstar Technologies

Jan 2021 - Jan 2023 (2 years)

Handled incoming customer inquiries via CRM, ensuring responses across multiple channels. Created and maintained response macros to standardize communication and improve support efficiency. Logged and categorized tickets for performance analysis and trend identification.

CRM Zendesk HubSpot Pipedrive Freshdesk Customer Support Ticket Management Communication Skills