Open to opportunities

Maaz Akhtar

@maazakhtar

Message

I lead global fintech support teams that improve CSAT and resolution speed.

India

Message

What I'm looking for

I'm looking to lead customer support, customer success, or operations teams where I can scale 24/7 service delivery, improve CSAT and resolution speed, coach teams, and partner with Product, Engineering, and Compliance in fintech or regulated environments.

At Bitdelta, I led a 12-person, 24/7 customer support organization serving 2M+ customers across 130+ countries. I improved CSAT by 25% and reduced average resolution time by 30% through workflow redesign, coaching, and automation.

I've handled high-risk escalations involving account access, transaction disputes, KYC verification, and compliance while partnering with Product, Engineering, Compliance, and Operations to turn recurring issues into platform and policy improvements.

Across Bitdelta and DIFX Exchange, I've supported global cryptocurrency customers through onboarding, account management, wallet and transaction concerns, retention cases, and always-on service delivery. I also contribute to chatbot training, conversational AI accuracy, knowledge-base optimization, and data-driven KPI reporting.

Experience

Work history, roles, and key accomplishments

Customer Support Lead

Bitdelta

Jan 2022 - Apr 2026 (4 years 3 months)

Led a 12-person, 24/7 support organization for a cryptocurrency exchange, serving 2M+ customers across 130+ countries. Improved CSAT by 25% and reduced resolution time by 30% through workflow redesign and coaching.