Customer Support Manager Maaz Akhtar
PROFESSIONAL SERVICES
Customer Support Leadership
Lead and manage high-performing customer support teams across 24/7, multi-shift global operations. Establish service standards, coach agents, manage performance, and improve team productivity.
Customer Experience Management
Improve end-to-end customer journeys through structured service delivery, customer feedback analysis, service recovery, retention initiatives, and customer advocacy.
Escalation & Complex Case Management
Own high-priority and sensitive customer escalations involving account access, transaction disputes, KYC verification, regulatory requirements, technical issues, and high-value customers.
Support Operations Management
Manage day-to-day support operations using KPIs and service metrics including CSAT, FCR, SLA compliance, resolution time, ticket throughput, and escalation performance.
Process Improvement & Workflow Optimization
Identify operational bottlenecks, analyze recurring issues, redesign workflows and procedures, improve documentation, and implement corrective actions to increase efficiency and consistency.
Customer Onboarding & Account Support
Support customer onboarding, account management, KYC verification, transaction-related queries, product education, and customer retention across financial-services environments.
Financial Services & FinTech Customer Operations
Provide customer-service and operational support within fast-moving financial-services, fintech, cryptocurrency, and digital-asset environments with awareness of KYC, compliance, and regulatory requirements.
AI-Enabled Customer Support
Support AI-driven service operations through chatbot training, conversational AI optimization, knowledge-base improvement, customer-feedback analysis, and support workflow automation.
Cross-Functional Operations
Collaborate with Product, Engineering, Compliance, Operations, and Technical teams to investigate recurring customer problems and translate frontline insights into process, product, and policy improvements.
Performance Management & Service Quality
Build KPI-driven performance management practices, conduct operational reviews, identify service gaps, coach team members, and implement initiatives that improve customer satisfaction and operational quality.
Starting at$20 /hr
Tags
Customer Success Manager
Customer Support Representative
Customer Service
Service provided by
Maaz Akhtar Naaldwijk, Netherlands
Customer Support Manager Maaz Akhtar
Starting at$20 /hr
Tags
Customer Success Manager
Customer Support Representative
Customer Service
PROFESSIONAL SERVICES
Customer Support Leadership
Lead and manage high-performing customer support teams across 24/7, multi-shift global operations. Establish service standards, coach agents, manage performance, and improve team productivity.
Customer Experience Management
Improve end-to-end customer journeys through structured service delivery, customer feedback analysis, service recovery, retention initiatives, and customer advocacy.
Escalation & Complex Case Management
Own high-priority and sensitive customer escalations involving account access, transaction disputes, KYC verification, regulatory requirements, technical issues, and high-value customers.
Support Operations Management
Manage day-to-day support operations using KPIs and service metrics including CSAT, FCR, SLA compliance, resolution time, ticket throughput, and escalation performance.
Process Improvement & Workflow Optimization
Identify operational bottlenecks, analyze recurring issues, redesign workflows and procedures, improve documentation, and implement corrective actions to increase efficiency and consistency.
Customer Onboarding & Account Support
Support customer onboarding, account management, KYC verification, transaction-related queries, product education, and customer retention across financial-services environments.
Financial Services & FinTech Customer Operations
Provide customer-service and operational support within fast-moving financial-services, fintech, cryptocurrency, and digital-asset environments with awareness of KYC, compliance, and regulatory requirements.
AI-Enabled Customer Support
Support AI-driven service operations through chatbot training, conversational AI optimization, knowledge-base improvement, customer-feedback analysis, and support workflow automation.
Cross-Functional Operations
Collaborate with Product, Engineering, Compliance, Operations, and Technical teams to investigate recurring customer problems and translate frontline insights into process, product, and policy improvements.
Performance Management & Service Quality
Build KPI-driven performance management practices, conduct operational reviews, identify service gaps, coach team members, and implement initiatives that improve customer satisfaction and operational quality.
$20 /hr