Scaling Customer Support for high-growth SaaS, eCommerce, and subscription businesses.
Customer Experience executive and operator specializing in scaling support organizations, implementing AI-enabled workflows, and turning customer insights into business outcomes.
A few headline outcomes—not the full scorecard. Open a tile for the operating story; detail lives in the case studies.
Built support and CX organizations across SaaS, eCommerce, subscription, and consumer brands—from frontline coaching to executive operating models.
About YahorGrew a one-agent desk into a multi-channel org with staffing models, QA, and BPO coverage that held through hypergrowth.
Ka'Chava case studyMaintained 89%+ CSAT at high-volume eCommerce and subscription scale, while managing SaaS support programs against 95%+ CSAT targets.
Selected case studiesRolled out Zendesk Advanced AI agents across chat and email—fully resolving nearly half of chats, and growing, without giving up quality control.
Ka'Chava case studyFull transformation narratives live in Selected Case Studies.
Experience across nutrition, supplements, meal replacement, eCommerce, subscription, SaaS, technology, education, and consumer support environments.
I am a Customer Support and Customer Experience executive with 15+ years of experience building and scaling high-performing support organizations across fast-growing SaaS, eCommerce, subscription, nutrition, supplements, and technology businesses.
Most recently, as Sr. Director of Customer Support at Ka'Chava, I built the support operating system through hypergrowth in a high-volume nutrition and subscription commerce environment—scale, quality, and AI-assisted self-service together. The numbers are in the Ka'Chava case study.
My work sits at the intersection of customer operations, support strategy, AI-enabled self-service, Zendesk optimization, workforce planning, vendor leadership, KPI development, and Voice of Customer programs. I help companies turn support from a reactive function into a scalable operating system for customer trust, retention, and growth.
One flow from signal to decision—how support becomes a strategic engine, not a cost center. Hover or focus a stage to follow the path. Tap a stage to follow the path.
Transformation stories that connect operational change to measurable customer and business impact.
Ka'Chava
Built the support operating system through hypergrowth—workforce design, Zendesk, BPO coverage, and AI self-service—without trading away quality.
TeachPoint
Re-architected Zendesk workflows, self-service content, and agent operating practices to reduce support friction and improve resolution consistency.
Multi-Brand Advisory
Partnered with leadership teams to define governance, KPI ownership, vendor accountability, and AI-assisted support strategy across multiple brands.
After more than 15 years in customer support, customer experience, and support operations leadership, my next chapter is focused on broader executive ownership across Customer Experience, Customer Operations, Support, and Voice of Customer strategy.
I am especially interested in VP, Head of Customer Experience, Head of Customer Operations, and Chief Customer Officer-track roles where I can help high-growth SaaS, eCommerce, subscription, nutrition, supplements, wellness, and technology businesses scale customer-facing teams, modernize support through AI and self-service, improve operational efficiency, and turn customer insight into better product, retention, and business decisions.
My goal is to lead customer organizations that are not just cost centers, but strategic engines for trust, loyalty, retention, and growth.
Executive-level customer operations support across strategy, systems, AI-enabled support, team scaling, and performance management.
Design scalable support operating models that align people, process, systems, KPIs, and customer experience around business growth.
Design and optimize AI-powered support experiences that reduce contact volume, improve resolution speed, and help customers get accurate answers faster.
Build and scale support teams that can handle growth without sacrificing quality, consistency, or customer trust.
Optimize Zendesk and connected support tools to improve speed, consistency, reporting, and customer visibility.
Turn support data into actionable customer intelligence for product, retention, marketing, operations, and leadership teams.
Create accountable outsourced support partnerships that scale efficiently while protecting customer experience quality.
Open to VP and Head of Customer Experience opportunities, and selective consulting engagements for teams that need support operations built to scale.
yahor@darashkevich.com
Calendly
calendly.com/darashkevich
linkedin.com/in/darashkevich
Upwork
upwork.com
Location
Remote · U.S. & EU work-authorized
Phone
+1 (617) 528-9656
