Iryna Shevelova
Customer Support Enablement & Workforce Expert
My experience has taught me that quality assurance and training can't live in separate silos — they have to feed each other constantly. The moment you see a performance gap, it has to feed straight back into training, coaching, and how you staff the team.
Areas of expertise
About
Iryna Shevelova is a customer support enablement and workforce leader with over 15 years of experience building high-performing support organizations.
She currently heads Enablement, Customer Care at Superhuman (formerly Grammarly), where she built the function from scratch — bringing Quality Assurance, Learning & Development, and Knowledge Management under one roof so that QA insights feed directly into training and onboarding, rather than sitting in a separate reporting line.
Iryna is a recognised voice on enablement, workforce management, and the changing role of human judgment in AI-supported support operations.
Education
Master's Degree, Language and Literature (English, German)
Petro Mohyla Black Sea State University · 2008–2010
Bachelor's Degree, Language and Literature (English, German)
Mykolaiv V.O. Sukhomlynsky State University · 2004–2008
Certification
Oxford Entrepreneurship: Venture Finance Programme
Experience
Head of Enablement, Customer Care
Grammarly / Superhuman · March 2025 – Present · Kyiv, Ukraine
Founder
Collabro · October 2024 – Present
Customer Support Team Manager
Grammarly · June 2018 – March 2025 · Kyiv Oblast, Ukraine
Senior Customer Support Representative
Grammarly · June 2017 – June 2018 · Kyiv Oblast, Ukraine
Speaking
Simply Contact Webinar
Customer Support in 2026: What to Prioritize?
CX & Ops Roundtable: Episode 1
Customer Support in Scale-ups: AI, Strategy & Foundation for Global Success
Articles by Iryna
1 published
Newsletter
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