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 surfaces a tiny fraction of all communities on the platform. In competitive categories like fitness, most groups never appear no matter how active they are.
What actually matters: Member retention (not just growth), group age, engagement depth, and quality signals that the algorithm picks up over time.
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,
Traffic Sources is fairly new and finding it may be a little confusing in the beginning, but let me help you find it!
If you click on your profile picture on the top right and select “Settings,” it will take you to the Communities page that shows all of the different communities you are part of. Find your community and select “Settings.” From there, click on the “Growth” tab — it will bring up a dashboard with Traffic Sources that explain in detail where your community members are coming from.
Quick note: if you are on the Hobby plan, Traffic Sources will only show members that joined directly from Skool itself. The Pro plan shows you the full picture — YouTube, Instagram, Facebook, Direct, and more.
Also keep in mind, Traffic Sources does not show you any members that joined in the past. It only tracks new members going forward from the date Traffic Sources was released. So don’t worry if it looks empty at first — every new signup from here on will show up.
The Pro plan has a lot of great benefits, such as:
• Full traffic source breakdown
• Unlimited admins
• Custom domain
• Workflow integrations
You can always try it out for two weeks for free and see if it’s something you’re interested in!
Please let me know if you have any other questions. I’m always here to help.
Best,
Vitaley
Skool Support
By Vitaley Shaulov
Hi Mark,
I completely understand how frustrating that must be, especially with 200+ active members in your community. Let me explain how Traffic Sources works.
Traffic Sources does not show any data for members that joined prior to you enabling it. I know that may be a little frustrating, but don’t worry — going forward, you will be able to track every single member that joins your community from here on out.
Quick note: if you did want to get an idea of where your existing members came from, it may be beneficial to put up a quick poll in your community to have as many people share how they found you. That way you can get a picture of your traffic sources even for members that joined before the feature was enabled.
If there is anything you need, do not hesitate to reach out. We are always here to help and excited to be there with you along your journey!
Best,
Vitaley
Skool Support
By Vitaley Shaulov
Hi Rachel,
It’s so good to hear that you’re receiving traffic from YouTube, Instagram, and your own podcast — keep it up!
In order to understand which platform is driving your revenue, navigate to the Growth dashboard and select the New MRR tab (on the right-hand side next to Conversion Rate). There you’ll see exactly how much monthly recurring revenue each platform is bringing in, side by side.
I’d also recommend checking the Conversion Rate tab right next to it. A source with fewer visitors but a higher conversion rate can actually be more valuable than one sending a ton of traffic that doesn’t convert. For example, if your podcast drives 50 visitors at 40% conversion and Instagram drives 500 at 2%, your podcast is actually generating more signups with way less traffic.
Quick note: if you use a Linktree or 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.
Also keep in mind, Traffic Sources was recently released and does not backtrack any previous members that joined before it was enabled. Once active, you’ll be able to track all new MRR through the various platforms going forward.
Keep up the great work and don’t hesitate to reach out if you have any questions. We are always here to help!
Best,
Vitaley
Skool Support
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.