Mentor · Customer Experience
Ira Shevelova
Head of Enablement in Customer Care @ Superhuman (formerly Grammarly)
15+ years building what makes customer care work: teams, quality, learning, knowledge, and workforce planning that keeps capacity aligned with demand.
About
I lead Enablement efforts in the Customer Care team at Superhuman (formerly Grammarly). I oversee Quality Assurance, Onboarding, Learning & Development, and internal Content Management — three levers that, when aligned, have immense impact on customer experience and team performance.
Experience
I joined Superhuman (formerly Grammarly) in 2017. Over those years I led multiple support teams, co-built an internal QA tool with engineering, introduced workforce management practices, and helped turn around public reputation scores from 1.6 to 4.5+ stars. Most recently I built the Enablement function — bringing Quality, Learning & Development, and Knowledge Management under one roof.
I started my career at Nexteum in 2011 as a frontline support rep and grew into managing the QA and Voice of Customer functions. In that role I built structured feedback loops, improved performance monitoring frameworks, and led cross-team initiatives to improve customer experience metrics.
Expertise
Industry
Toolkit
AI Clasifiers Rubrics Workflow Automations Performance dashboards setup
Workload projection analysis Model adjustement (seasonal spikes, outliers) Templates setup and management
Building dashboards and triggers Frontline work (emails)
Building reports and routing Frontline work (emails)
Reviews
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