Position: Customer Service / Call Centre

PROFESSIONAL SUMMARY Customer Success & Operations Leader with 5+ years of experience leading high-performing support teams in the fintech and cryptocurrency industry. Proven track record of improving customer satisfaction (CSAT) by 25%, reducing resolution time by 30%, optimizing support operations, and managing complex customer escalations in fast-paced, global environments. Experienced in leading cross-functional initiatives with Product, Engineering, Compliance, and Operations teams to improve customer experience, streamline workflows, and drive operational excellence. Passionate about leveraging AI, chatbot technologies, workflow automation, and data-driven decision-making to increase team productivity and deliver scalable customer success outcomes. Skilled in coaching distributed teams, monitoring KPIs, improving service quality, and implementing process improvements that enhance both customer and business results. Eager to bring an automation-first mindset, strong people leadership, and continuous improvement approach to high-growth SaaS organizations.