Özge Roos

Owns the most complex fraud, hacking, and account security escalations for global customers, from first contact to resolution. Investigates compromised accounts, coordinates fixes with Security and Engineering, and guides customers through recovery and security best practices.

Closed 1,000+ cases per month across self-serve and enterprise accounts, consistently ranking top for volume while maintaining CSAT of 4.88–5.0. Trained 10+ new team members, guided customers through technical onboarding, and troubleshooted A2P 10DLC, Toll-Free Verification, API, and webhook issues.

Promoted from L2 to L3, handling the most complex customer escalations and owning support quality. Onboarded SMB clients for identity verification, KYC, KYB, AML, and age verification flows, and trained 10+ support agents.

Performed quality control reviews on identity verification and fraud prevention decisions, investigated escalated and high-risk cases, and provided feedback to improve verification workflows and product behavior.

Advised international clients on legal and compliance matters, including contracts and regulatory documentation.

Bachelor of Laws (LL.B.) with full scholarship from Yeditepe University in Istanbul, Turkey.

Bachelor of Arts in International Business and Trade with full scholarship from Yeditepe University in Istanbul, Turkey.