Linda Ike
@lindaike
Customer Support & Customer Success leader improving CSAT and scaling global operations.
NigeriaWhat I'm looking for
I’m a Customer Support and Customer Success leader with 10+ years of experience in fintech and SaaS, focused on delivering high-quality support across EMEA, LATAM, and APAC. I’m known for resolving complex escalations and mentoring teams while keeping customers at the center of every decision.
I drive results by improving CSAT, reducing resolution times, and scaling support operations through process optimization, tooling, and cross-functional collaboration. In regulated environments, I maintain strong discipline around SLA adherence, data integrity, and KYC/AML compliance to protect customer outcomes and trust.
Across my roles, I’ve led incident and escalation management, performed root cause analysis on recurring issues, and built scalable support processes that improve retention and adoption. I also strengthen customer onboarding and lifecycle management—partnering with Product, Engineering, Compliance, Legal, and Finance to streamline workflows and remove blockers.
Experience
Work history, roles, and key accomplishments
Managed high-impact customer cases across global regions, serving as an escalation point for critical issues and collaborating with Product, Legal, Finance, and Engineering. Conducted root cause analysis and supported onboarding, adoption, and KYC/AML-compliant operations to improve customer satisfaction and retention.
Led account configuration and onboarding for enterprise and high-value merchants, acting as a primary escalation point to reduce resolution time by 20%. Improved customer satisfaction by 15% through structured onboarding, built SOPs/playbooks, and ensured KYC/AML-compliant account setups while partnering with Product and Engineering to resolve integration challenges.
Supported 150+ global customers by resolving onboarding and platform-related issues and helping non-technical users understand API-driven financial products. Identified activation risks with preventive measures to reduce churn and collaborated with Compliance and Operations to resolve account and regulatory issues.
Resolved 6,000+ onboarding and activation tickets via Zendesk with 98.69% CSAT. Assisted merchants with troubleshooting, platform navigation, and account setup, partnered with cross-functional teams to remove onboarding blockers, and contributed to knowledge base content to improve self-service and reduce ticket volume.
Earlier Experience
Access Pensions
Built a foundation in customer service, compliance, and financial operations.
Education
Degrees, certifications, and relevant coursework
University of Lagos
Bachelor of Science, Public Administration
Earned a BSc in Public Administration from the University of Lagos in Nigeria.
Federal Polytechnic Nekede
Diploma
Completed a diploma at Federal Polytechnic Nekede in Nigeria.
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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