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Customer Support and Customer Experience leader with 5+ years of experience in fintech and crypto, specializing in customer support operations, team leadership, escalations, technical support, and process improvement. Experienced in leading 12+ support professionals across chat, email, and voice channels within fast-paced, globally distributed 24/7 environments. Strong hands-on expertise across P2P transactions, deposits and withdrawals, KYC/AML support, account issues, complex escalations, and incident management. Proven track record of improving operational performance, including 25% higher CSAT, 20% higher FCR, and 40% reduction in backlog. Skilled in managing and optimizing CSAT, FCR, SLA, AHT, quality, productivity, and backlog metrics, while using customer insights to improve processes and overall experience. Experienced in coaching teams, developing support processes, handling cross-functional escalations, and implementing AI-powered customer support automation. Known for combining people leadership, analytical thinking, customer empathy, and operational discipline to build high-performing support teams and deliver consistent customer experiences in complex, high-pressure environments.

Maaz Akhtar

AI