Customer Success Team Lead with 7 years experience in FinTech. I led a distributed multilingual Customer Support team of up to 15 specialists across multiple time zones. I owned support KPIs and helped improve CSAT from 75% to 85% while maintaining 95% SLA/FCR performance.
I handled complex escalations involving payments, account access, verification, trading platforms, and compliance-related cases. I coordinated with Product, Technical Support, IT, Payments/PSPs, Compliance/AML, Sales, and Operations to support timely resolution.
I developed support processes, QA checklists, onboarding materials, and escalation procedures. I also built dashboards and reporting processes to make support performance and customer experience more visible.
I was named Best Team Lead of 2024, and I owned the customer Help Desk Portal, creating and maintaining knowledge-base content and FAQs.
