Valentyn Lysenko
Director, Customer Experience & Operations | AI Implementation (85% Success rate) | Fraud Prevention & Revenue Protection | Built 100+ Person Teams | FinTech & SaaS
- Role
- Head of Operations at Carewise.Tech
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Valentyn Lysenko
I sit at the intersection of Data, Operations, and Management Psychology. I do not just manage support teams. I use data to understand why customers churn, why \"friendly fraud\" happens, and how to protect bottom-line revenue.In my last role, I implemented a custom-made AI solution for sales quality control, checking 100% of sales interactions with 75% evaluation accuracy, reducing cost per evaluation by 10x, and saving per year on labor costs. At SKELAR, I reduced chargebacks by 3x, cut refunds by 2.5x, conducted 500+ interviews to build a 100+ person customer operations department.My Master\'s in Management Psychology gives me a unique lens on customer behavior that pure operations leaders lack. I turn Customer Experience from a cost center into a revenue protection engine.
Experience
Head of Operations
Feb 2026 — Present · NY, US
Leading the build-out of a 24/7, multi-channel operations ecosystem across Customer Support, Customer Success, Quality Control, Moderation, Reputation and Billing, with a strong focus on paying users, VIPs and whales as key revenue drivers.• Designing and implementing a premium VIP support model (team structure, processes, SLAs, QC standards, escalation flows) aimed at increasing paid user satisfaction, loyalty and lifetime value.• Establishing core CX and operational metrics (CSAT, FRT, AHT, churn, retention, ARPU/LTV, chargeback/refund ratios) and setting up reporting to give leadership a clear view of performance and growth opportunities.• Owning cross-functional collaboration between Support, Product, Marketing, Risk and Payments to turn user feedback and incident data into product improvements and monetization insights.• Driving the introduction of AI- and automation-based solutions in support and QA processes to scale operations efficiently, reduce cost per contact, and improve consistency of service quality.
Education
National Pedagogical Dragomanov University
Master of Applied Psychology, branch of Management, Applied Psychology
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