Open to opportunities

Badr Moutaaziz

@badrmoutaaziz

Message

Senior operations leader building fintech customer support ops, optimizing KPIs, and automating QA with AI.

Morocco

Message

What I'm looking for

I’m looking for a high-growth company where I can build and scale customer operations, drive KPI improvements (CSAT/SLA/QA), and use AI to automate QA and workflows—while leading coaching-driven, cross-functional teams.

I’m a results-driven operations leader with proven experience across fintech customer support, social media/technical support, content moderation, and BPO environments. I’m at my best building customer operations from the ground up—designing workflows, escalation processes, SLAs, and dashboards—so teams can deliver measurable service outcomes fast.

Most recently, I built customer support operations for 3 channels at Fintech – Credit+ within 90 days, supporting 1,000+ monthly interactions. I reduced average response time by 30%, improved first-response SLA compliance from 62% to 90%, maintained 95% SLA adherence with a 15+ agent team during peaks, and coached 12+ team members to 85%+ QA scores within 60 days. I also serve as the main escalation point—resolving 90% of complex cases within 24 hours while ensuring compliance—and partner cross-functionally with Product, Engineering, and Compliance to cut recurring issues by 25% through process fixes and tooling improvements, including AI prompt engineering (ChatGPT, Claude) that saved ~10 hours/week of manual work.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Manager

Current

Credit+

Dec 2025 - Present (6 months)

Built customer support operations across Customer Service, Social Media, and Technical Support for Credit+, supporting 1,000+ monthly interactions. Reduced average response time 30%, improved first-response SLA compliance from 62% to 90%, and automated response templates with AI, saving ~10 hours/week.

Operations Management SLA Management Workforce Planning Team Leadership Escalation Management Customer Support Operations Compliance AI Prompt Engineering Workflow Automation

Senior Team Manager

Foundever

Jan 2023 - Dec 2025 (2 years 11 months)

Led a fintech BNPL customer support operation handling 5,000+ monthly contacts for Affirm. Improved CSAT from 56% in Q1 to 78% by Q4 through coaching and process analysis, and introduced AI-assisted QA that reduced manual evaluation time 30% while improving scoring consistency.

Customer Support Operations CSAT Coaching & Mentoring Business Continuity AI Assisted QA KPI Management Operational Efficiency Repeat Contact Reduction Stakeholder Management

Team Manager

Foundever

Aug 2022 - Jan 2023 (5 months)

Managed 25+ content moderators for Taboola, maintaining 99% policy compliance and 95% QA accuracy. Increased decision accuracy 18% and reduced review backlog 35% by optimizing shift planning, workflow distribution, and calibration feedback loops.

Content Moderation Policy Compliance Team Leadership Workflow Optimization Performance Coaching Data Driven Feedback Loops Operational Reporting

Customer Service Rep

Foundever

Jan 2022 - Aug 2022 (7 months)

Handled Level 2 claims customer support for Stellantis, resolving automotive customer issues and supporting escalation needs. Served as team-manager backup for seven months while maintaining best individual performance and supporting operations continuity.

Level 2 Claims Support Customer Service Escalation Management Automotive Support Service quality Customer Experience

Assistant Manager – Translator

Mival Negoce

Oct 2020 - Nov 2021 (1 year 1 month)

Supported business operations and e-commerce activities at Mival Negoce. Helped increase online order processing speed by 25% through operational support and throughput improvements.

E Commerce Operations translation support Operations & Support Throughput Process Improvement Business Operations