At Chipper Cash, I own complex payment escalations and coordinate investigations with relevant teams through to resolution. I monitor money movement across seven markets and work with Engineering, Product, Design and service providers to investigate incidents, identify root causes and take corrective action.
I created an Intercom ticket-management process that gives Customer Support visibility into updates on escalated cases. I also led a ticket-prioritisation improvement to assign tickets from oldest to newest.
I coordinate daily support workloads, review service metrics with the team and set weekly targets for CSAT, median resolution time and ticket closure time. I train Customer Support and Operations teams on payment products and processes, and support UAT and operational readiness for launches.
At Paga, I investigated transaction failures with payment partners and worked with Engineering on incidents. I developed a structured card-deposit investigation process and trained customer service representatives and other teams on products and operational processes.
