Julia Matviichuk
Head of Customer Success and Care @Taimi Lgbtq Dating App
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WORK HISTORY
Head of Customer Success and Care @Taimi Lgbtq Dating App
Managing Customer Support, Content Moderation and User Research- Head of customer success managing a team of 100+ talents - Product manager of internal customer support and moderation products (a web service with over 10 different tools)- Recruited and developed customer support and moderation teams from the ground up. Every team is now showing high quality results and low turnover- Built an effective team structure that ensures professional development for everyone and efficient info flows - Developed metrics system for analysis of the performance and set KPIs for every team and direction I manage - Integrated user-research into product development cycle, gathered and trained a team of researchers - Grew strong leaders inside my team who I am proudly mentoring now - Integrated the AI into the moderation process - Wrote policies, community rules and guidelines that ensure safety and inclusivity - Reduced users chat requests by 40% by adding help center feature to the support chat Taimi is the world’s largest LGBTQ+ platform that features a social network and dating app. Taimi currently has more than 9 Million members worldwide. The product has evolved into a full-fledged platform that provides great services for LGBTQ+ people. Recently, Taimi was awarded the Gay Times Honours award for Community Entrepreneurship for improving the lives of LGBTQ+ people around the world.
EDUCATION
Kyiv National Taras Shevchenko University
Bachelor's degree, International and Intercultural Communication
Genesis Academy
Business School, Certificate
ABOUT JULIA MATVIICHUK
Head of Customer Success; Expertise in Support, Trust&Safety (Moderation), Policy Enforcement, User Research, Product Management
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