Why Vitaley Will Body the CS Role
Resumes Can't Prove
Skill and Obsession.
So to prove I will be an incredible CS hire who will go above and beyond at Skool, I read every FAQ. Responded to 15 mock questions. Taught myself how to vibe code to build a fun proof of work application. And created a few surprise tools :)
What Every New Skool CS Rep Walks Into
Real scenario: A creator's member says they cancelled 2 months ago but is still being charged $49/month.
The root cause: The member left the group but didn't cancel the subscription. These are two separate actions in Skool. Leaving removes access. The billing subscription needs to be cancelled separately through account settings.
For the member: Go to Communities tab → Settings next to the group → Manage membership. If it still shows active, the cancellation didn't go through.
For the creator: Process refunds through admin settings. Note: you can only refund up to your available balance. Most members who have billing issues resolved fairly end up staying long-term.
*This is 1 of 15 real support responses. You'll see all responses in SkoolMail at the end of the application!
Real scenario: A fitness creator has 85 active members, posts daily, About page is done. Their group doesn't appear in Discovery.
The reality: Discovery only features the top 105 communities out of 170,000+. That's 0.06%. Fitness is one of the most competitive categories.
What actually matters: Member retention (not just growth), group age, engagement depth, and quality signals from human reviewers who manually apply boosts and penalties.
What I'd tell them: Keep growing organically. Focus on reducing churn. Make your About page compelling. Discovery is a long game, and consistent effort compounds. You're on the right track.
*This is 1 of 15 real support responses. You'll see all responses in SkoolMail at the end of the application!
Real scenario: Members are confused about the leaderboard. One posted 50 times but has fewer points than someone who posted 5 times. They think it's broken.
What the docs say: “Members ranked by level/points.”
What creators actually need to hear: Points come from likes received, not from posting. When a member likes your post, comment, or reply, you earn 1 point. Posting by itself earns 0 points. This is intentional: it rewards quality over quantity.
What I'd do: Write a copy-paste announcement the creator can post to their community explaining exactly how it works. Solve it once so the question never comes back.
*I also built an AI chatbot trained on every article. You'll see all responses in SkoolMail at the end of the application!
But why is Vitaley a fit
for the CS team?
I'm in love with Skool, helping people find their tribe, and have 7 years of direct CS experience.
- Automated our speed to lead so new leads get seen within 60 seconds
- Designed CRM automations that eliminated manual follow-up entirely
- Same approach I'd bring to Skool: resolve the issue, then build the process that prevents it again
- Trained to listen first, acknowledge frustration, then walk through the fix
- Built the empathy muscle you only get through thousands of reps
- When a Skool creator is upset about a charge, I don't freeze, I've done this before
- Pushed back on proposals that didn't align, respectfully but clearly
- Same skill you need when a creator reports a “bug” that's actually a misunderstanding
- Clear communication under pressure, across departments, with accountability
- Billing and cancellation confusion generates the same tickets every week. I'd build the templates and docs that resolve them before they're sent
- At Skool, that means writing the help doc that kills 50 tickets before they're created
- I'd turn the top 9 recurring Skoolers questions into copy-paste playbooks so every rep answers consistently
- Creators from all over the world are building tribes on Skool. I can support them without a translation tool
- Languages and currencies are on Skool's public roadmap, and I'm already ready for that shift
- As Skool scales globally, you get one hire who can connect with creators across languages and cultures
- Built an AI chatbot trained on 65+ Skool help articles that answers creator questions instantly
- Built SkoolMail, a mock support inbox with 15 real tickets and full responses
- Built an interview prep system with Socratic drilling, flashcards, and mock interviews
The 4 CS Rules I Swear By
I learned these over the last 7 years and will bring this to Skool on Day 1.
Show up every day. Read every thread.
You can't fix what you don't see. And you can't care from a distance. I'd be in the community, DMs, and notifications first thing every morning, the same way Skool's team already operates.
Fix the root cause. Not the symptom.
When I see the same ticket twice, I don't write a faster reply. I write the doc that prevents the third one. Paint the floor white so problems can't hide.
Treat creators as people. Not ticket numbers.
Every support interaction either builds trust or breaks it. When a 70-person photography community makes a song for each other, that's proof the culture is working. I want to protect that.
The best support ticket is the one that never gets written.
Proactive docs. Better help articles. Answering questions in Skoolers before they become emails. The goal isn't to reply faster. It's to make the reply unnecessary.
What Skool Gets With Me
Ramping Up Before
Day 1
I read all 65+ help articles, studied every billing edge case, and wrote 15 real support responses. Then I built an interview prep bot that drills me on all of it so I retain everything. I'm doing the ramp-up now so Day 1 is immediate impact.
AI-Curious Builder
I'm obsessed with integrating AI into my workflows. I built an AI chatbot, automated my CRM, and vibe coded this entire application. If there's a tool that makes CS faster, I'll find it or build it. That mindset is how I'd approach support at Skool: always looking for ways to make the team faster and creators happier.
7 Years of Delighting
Real People
TD Bank taught me to sit with frustrated customers until they felt heard. The dealership taught me to turn “I want to cancel” into “thank you.” BofA and Prudential taught me precision under pressure. I'd bring all of that into Skoolers every day, answering questions before they become tickets.
Skool Shipped Traffic Sources.
So I Tried To Predict What Creators Will Ask.
I like to get ahead of things. When I saw Skool drop a new feature, I started writing the support answers before anyone asked.
Traffic Sources: New Feature, New Tickets
Skool released Traffic Sources, a dashboard that shows community owners exactly where their members join from. Many creators had no idea where their most revenue-generating members were coming from. New feature = new wave of confused creators reaching out to support.
I transcribed the full announcement, analyzed every feature, and identified the questions that will come in.
By Vitaley Shaulov
Hi Jessica!
Totally get it — it’s brand new so it’s not where you’d expect. Here’s exactly where to find it:
Go to your group Settings → Growth. You’ll see a dashboard with 4 tabs: Signups, Traffic, Conversion Rate, and New MRR — all broken down by source (YouTube, Instagram, Facebook, Direct, Skool Network, etc.).
Quick heads up: if you’re on the Hobby plan, only Skool Network will be visible. The other sources are a Pro feature. And Traffic Sources only tracks new joins going forward, so your existing members won’t appear — but every new signup from here on will.
Once some data populates, check the Members list too. You can see exactly which source each individual member came from, which is really powerful for figuring out where to double down.
Best,
Vitaley
By Vitaley Shaulov
Hi Mark!
I know that looks alarming when you have 200+ members — but nothing’s broken, I promise.
Traffic Sources only tracks new signups going forward from when data recording started (mid-December 2024). It doesn’t backfill your existing members, so your 200+ won’t appear in the dashboard.
The good news: every new member who joins from here on will be fully tracked — which source they came from, conversion rates, even revenue per source. Once you get a few weeks of new signups, that dashboard is going to light up and you’ll be able to see exactly which channels are actually driving your growth.
Also worth noting: right now it only shows the last 30 days, but longer time windows are coming soon.
Hang tight — it’ll be worth the wait.
Best,
Vitaley
By Vitaley Shaulov
Hi Rachel!
Love that you’re thinking about this — most creators look at traffic volume, but revenue per source is where the real insight is.
Here’s exactly how to find it: go to Settings → Growth and click the New MRR tab. That shows you how much monthly recurring revenue each source is generating. So you’ll see YouTube vs Instagram vs Podcast side by side in dollars.
Then check the Conversion Rate tab. A source with fewer clicks but higher conversion is way more valuable than one flooding you with traffic that doesn’t convert. Example: if your podcast drives 50 visitors at 40% conversion and Instagram drives 500 at 2%, your podcast is generating 2x the signups with 1/10th the traffic.
You can also go to your Members list and see the exact source for each individual member — super helpful for spotting patterns you wouldn’t catch in the aggregate view.
One tip: if you’re using Linktree or a link-in-bio tool for any of these channels, those visits will show up as “Direct” instead of the actual source. For better tracking, share your Skool link directly when you can.
Best,
Vitaley
Those are 3 of the tickets I predicted. There are 15 more waiting for you on the next page.
But I have yet to prove I can do the job before landing the job...
Thank you for making it this far.
