Josh started with SupportYourApp over a decade ago as a Customer Support Consultant and, after a long break, has returned as a VP of Product to lead product launches.
In this article, we'll cover:
Introduction
Q: Josh, can you shed some light on your current role and responsibilities?
As VP of Product, my main focus is on launching new software products and developing strategies that help SupportYourApp deliver world-class CX with a combination of people, software, and AI. Our goal is to build tools that can eventually replace third-party services like Zendesk and Intercom, bringing everything under our roof.
Q: Wow, sounds exciting! Can you give us a sneak peek of the results or plans?
In the past few months, we launched Quidget, a powerful AI Customer Support Agent that handles up to 80% of Tier-One support requests. And we also launched Euphoric.AI, our very own multi-channel helpdesk (replacing QCRM) for our clients. The focus for Q4 is to improve these products so that everyone at SupportYourApp feels confident and proud to use and recommend to clients.
Let’s Reflect
Q: You were one of the OG members at SupportYourApp, right? Can you tell us your story with the company?
Over 10 years ago, I started as a Customer Support Consultant, working night shifts and taking calls from our first clients. Back then, there were 5 of us, if I’m not mistaken, and I worked directly with Daria. Eventually, I moved on to work at Softorino, company within the holding — where I went from being a Marketing Specialist to leading the company as CEO. I managed the launch of macOS and Windows software like AltTunes, WALTR, and SYC, which have been featured in top outlets like Forbes and The New York Times. Now, I’m back to lead product development at SupportYourApp — coming full circle from where it all started.
Q: Did you choose Josh as your nickname when you worked as a Customer Support Consultant?
Yes, we all chose American names to make the support experience smoother for our clients. It turned out that ‘Josh’ was much easier for them than ‘Bogdan,’ and I continued using it during my time at Softorino. It felt like my alter ego. And it also brought more trust from customers.
Q: How did you feel coming back after such a long time?
Coming back has been exciting. The company has evolved into a huge operation with streamlined processes, security protocols, and even its own products. I’m really thrilled to be part of this next chapter for SupportYourApp, focusing on launching products that will help our clients and internal teams.
From Customer Support Consultant to CEO: Career Insights
Q: From Josh, Customer Support Consultant from SupportYourApp, to Josh, Marketing Strategist at Softorino? Tell us more 🔥
Initially, I was offered the position of Marketing Specialist, despite having limited marketing experience. The main reason they invited me was that I had lived in the USA as a kid, specifically in Chicago, where I went to school, learned English, and picked up an American accent. That background gave me a strong understanding of the culture and mindset needed for the market we were targeting. From there, I applied myself through trial and error, learning everything from SEO to product launches. Over time, I progressed from Project Manager to Marketing Director to CEO, overseeing the launch of over 16 successful products. This journey gave me invaluable experience, which I now bring to SupportYourApp.
Q: Do you think motivation and self-learning are enough for reaching similar career goals?
For me, it all started with strong motivation. I used to take public transport and dream of getting my first car. I began learning the basics of marketing through Google and YouTube, which gave me about 80% of what I needed. Today, AI tools like ChatGPT make the learning process easier, but no theory can replace the hands-on experience of launching products. Despite years of self-learning, I realized the importance of properly structuring my knowledge, so I completed a pre-MBA in Marketing at MIM Business School. It helped me understand the core principles of marketing and organize what I had learned on my own.
Q: Besides hands-on experience, what other skills are needed for the top managerial position, such as your current one, VP of Product?
Soft skills are just as important as technical skills. You need to motivate your team, inspire creativity, and foster a startup mentality where risk-taking and fast execution are part of the culture. Additionally, you need to understand the product vision from start to finish, and that means engaging in a lot of PR and Sales responsibilities, so communication and negotiation skills are vital.
Q: Do you think an introverted person would be able to reach success in a similar position?
I am actually an introvert, but I needed to become more extroverted. I learned to communicate with people and often engaged in public speaking. I would say that having motivation and believing in what you do are far more important.
Outside the Office
Q: Now, let’s move on to the personal questions. If you weren’t in this profession, what career would you have pursued and why?
I would have probably chosen the video gaming industry or VR. Ever since I was a child, I have loved playing games, and as an adult, I am really passionate about these technologies. However, I doubt I would join the development team, as it’s too monotonous for me. I’m all about action, drive, communication, and taking risks.
Q: How do you handle work-life balance in such an active and even stressful environment?
Jogging or simply spending 30 minutes outside helps me reboot. My family is also a big support. When I lose control over my work-life balance, they can just say, “Stop, we need you here.” I have two kids: a 5-year-old daughter and a 2-year-old son. They help bring me back to the family world, and we engage in activities together. Recently, I started boxing, which has been great for stress relief.
Q: And our last, and probably most fun, question: can you share an interesting fact about yourself that most people don’t know?
I really enjoy watching YouTube reaction channels where people listen to new hip-hop songs and break down the lyrics. When a new track drops, I like seeing how others react to clever lines or punchlines that impressed me too. It’s fun to connect with other hip-hop fans and see if they were as amazed by the same parts as I was. It makes listening to music even more exciting 😎
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Kseniia has grown from a Customer Support Consultant to Chief People Officer at SupportYourApp, mastering internal processes along the way.
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