MAAZ AKHTAR
I’m Maaz Akhtar, a customer support and customer success operations leader with 5+ years of experience in fintech and cryptocurrency exchanges.
About
I’m Maaz Akhtar, a customer support and customer success operations leader with 5+ years of experience in fintech and cryptocurrency exchanges. I’ve led 24/7, multi-shift support organizations across chat and email channels, serving 2M+ customers in 130+ countries while driving measurable improvements in CSAT, first contact resolution, and resolution time.
I focus on building dependable, always-on service through stronger workflows, knowledge management, and coaching teams to handle high-risk escalations like KYC/compliance and transaction disputes. I also partner closely with Product, Engineering, and Compliance to turn recurring support issues into fixes that improve the platform and protect customer trust—while leveraging CRM tools (Salesforce, Zendesk, Freshdesk) and conversational AI to scale support efficiently.
- 6 years' experience
- Joined September 2026
Skills· 4
Languages
- EnglishAdvanced
- HindiFluent
- UrduFluent
Industry experience
- Financial Services
- Other
More experts in Lucknow, India
Work experience
Led a 12-person customer support organization operating 24/7 across three shifts for a cryptocurrency exchange, handling chat and email at high daily ticket volume for a global base of 2M+ users across 130+ countries. Improved CSAT by 25% by redesigning support workflows, launching agent coaching programs, and raising service standards. Reduced average resolution time by 30% through process re-engineering and workflow automation. Strengthened first contact resolution by overhauling documentation and knowledge-sharing, reducing repeat contacts. Owned complex escalations involving account access, transaction disputes, KYC verification, and regulatory compliance across multiple regions. Partnered with Product, Engineering, Compliance, and Operations to convert recurring issues into product/policy fixes. Tracked KPIs (CSAT, SLA compliance, FCR, resolution time) and used insights to drive continuous improvement; onboarded and mentored hires across all shifts; contributed to conversational A
Managed high-volume, multi-channel customer interactions while meeting or exceeding service-level targets. Guided customers through onboarding, account management, KYC verification, and transaction-related concerns. Educated customers on platform features and best practices to improve product adoption. Collaborated with Compliance, Operations, and Technical teams to ensure accurate and timely resolutions, sustaining high CSAT through proactive communication and consultative problem-solving, and contributing to process improvements that increased support efficiency.
Delivered multi-channel customer support for a global cryptocurrency exchange, resolving account access, onboarding, wallet management, and transaction inquiries. Improved retention through proactive outreach and timely issue resolution. Escalated technical, operational, and compliance issues to internal teams for rapid resolution. Relayed customer feedback to Product and Operations to inform platform enhancements, while maintaining service quality and SLA compliance across interactions.
Education
Certifications and awards
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