Muhammad Zubair
@muhammadzubair12
I grow customer retention and resolve complex fintech disputes across global support teams.
PakistanWhat I'm looking for
I've managed 110+ Uber Eats restaurant partner accounts from onboarding through renewal and growth, maintaining CSAT above 95% while driving retention, churn reduction, business reviews, and upselling.
At Mindbridge supporting Revolut, I led 15–20 Customer Service Specialists and improved team CSAT and NPS by 40–50%. I also bring hands-on experience resolving Visa and Mastercard chargebacks, Account Takeover cases, escalations, and high-volume fintech support through Salesforce, Zendesk, Jira, Confluence, and Slack.
Experience
Work history, roles, and key accomplishments
Customer Support Team Lead
Mindbridge
May 2025 - Jul 2026 (1 year 2 months)
Led a team of 15-20 Customer Service Specialists delivering omnichannel support for Revolut, driving a 40-50% improvement in CSAT and NPS. Coached team members, monitored KPIs, and managed escalations.
Delivered real-time customer support for Revolut, resolving high-volume financial queries via chat within SLA targets. Investigated chargeback disputes and handled Account Takeover cases.
Customer Success Manager
Uber Eats
Jan 2021 - Nov 2023 (2 years 10 months)
Managed a portfolio of 110+ restaurant partner accounts, owning the full customer lifecycle from onboarding to renewal and growth. Drove retention, upselling, and conducted business reviews.
Education
Degrees, certifications, and relevant coursework
Gomal University
Master of Arts, English Language & Literature
2018 - 2021
Pursued a Master of Arts in English Language & Literature, enhancing communication and analytical skills.
Gomal University
Bachelor's Degree, Political Science & Government
2015 - 2017
Completed a Bachelor's degree in Political Science & Government, developing a strong foundation in political systems and governance.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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