My Career Journey: Yurii Maidan, Chief Customer Officer

Introduction

Q: Yurii, tell us a bit more about your current role and main responsibilities?

A: Absolutely! As the Chief Customer Officer, I lead an amazing team of Senior Service Delivery Managers and Department Associates, making sure we’re always delivering exceptional service to our clients. My day-to-day involves a lot of direct client interactions (read: exciting and challenging negotiations), managing budgets, ensuring profitability, and constantly striving to enhance our services. Beyond that, I’m deeply involved in shaping our company’s processes and strategy, always focused on delighting our clients and driving our success forward.

Q: Wow! That sounds like both a lot of responsibility and a chance to make a real impact. What inspired your journey into client service?

A: I’ve been passionate about client service for over 20 years. And no, I’m not that old, I just started young! My journey began in the marketing communication industry, working my way up from a local advertising agency to one of the top companies in the field. Along the way, I’ve gathered a wealth of diverse experience that I now bring to our amazing clients.

Let’s Reflect

Q: What attracted you to the company in the first place, and what made you stay with SupportYourApp for so long? 

A: Daria, our CEO and Managing Partner. We met each other more than 10 years ago when studying in the same business school. And just after 10 years our paths crossed at SupportYourApp. As for what made me stay with the company… I think it’s people! They are passionate, professional and respectful. We share the same values.

Q: Speaking of people, do you remember what your first day at SupportYourApp was like? How did you connect with your new team?

A: My first day at SupportYourApp was all about making connections and getting acquainted with my new colleagues. I wanted to introduce myself in a creative and engaging way, so I came up with a unique idea. I ordered gingerbread cookies with a QR code printed on them. When scanned, the QR code directed my teammates to a short introduction about me, complete with some fun pictures. It was a memorable icebreaker that helped me quickly connect with everyone.

Q: So much fun! After being with us for almost 3 years, can you describe how the company evolved since you started?

A: The company has become more organized, so to speak. There are more departments, more processes, and more SOPs to follow. For some, it might seem like the company has become more complex in a bad way, but this is what needs to be done when a business is scaling. 

Q: Couldn’t agree more! Do you think there is a misconception about SupportYourApp or outsource business you’d like to clear up?

A: Many people think that, being a big company, SupportYourApp would be a difficult place to integrate into, whether it’s learning about the culture, processes, or even finding information. In reality, it’s much easier, thanks to our structured processes, detailed policies, and people who are always ready to help.

From Volunteer to Chief Customer Officer: Career Insights

Q: What was the start of your career like, and how did it help shape who you are today?

A: I started working as a volunteer for ecological projects and programs for children without parental care, where I coordinated processes and launched promotional campaigns. It empowered me with skills on how to unite people, always care for the environment, and introduced me to another source of pure happiness — making someone else’s life better.

Q: This experience definitely helped you in your CCO position, right? What other skills do you find helpful when leading the department?

A: Absolutely! In addition to people management, I rely heavily on communication skills and strategic thinking.

Q: Let’s imagine someone aspires to join your department or reach a similar position. What advice would you give them?

A: Think about a time when you brought people together for a common goal. How did that go? Was the goal successfully achieved? Did you enjoy the process? Were people willing to follow you again? Answering these questions will help you understand if this is the right path for you.

Q: Before we move on, can you think of a time you needed to take a tough decision in your professional life: what was the situation and how did you manage it?

A: Often, I find myself balancing different interests (the company’s vs individuals’). By keeping SupportYourApp’s core value of loyalty in mind, it becomes easier to make decisions in those situations.

Outside the Office

Q: Now, it’s time for a quick blitz round of personal questions! Ready? First up: If you weren’t in this profession, what career would you have pursued and why?

A: I would have pursued a career as a Marketing Communications Officer. I have experience in that field, and it’s something I’m passionate about.

Q: Great choice! What about hobbies or passions outside of work?

A: I enjoy a variety of sports activities like TRX, swimming, and yoga. I can also cook a mouthwatering dinner and plant a garden.

Q: Nice! Last one: tell us an interesting fact about yourself that most people don’t know.

A: I’m a brilliant negotiator. Once, when I was a teenager, I convinced a pickpocket to give back the stolen wallet. I also write lyrics. One of my songs even has registered copyrights.

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