besty
Customer Experience & Customer Success Manager
Results-driven Customer Experience and Customer Success Manager with 7+ years of expertise in fintech, Web3, and B2B payment operations. Proven track record of reducing Time-to-Value by 30%, maintaining 95%+ CSAT scores, and resolving 1,000+ complex transaction disputes with a 98% resolution rate. Skilled at designing scalable onboarding playbooks, escalation frameworks, and cross-functional workflows that align Support, Engineering, and Compliance teams. Open to remote roles globally.
Experience: 7 years
Yearly salary: $60,000
Hourly rate: $30
Nationality: 🇳🇬 Nigeria
Residency: 🇳🇬 Nigeria
Experience
Customer Experience Specialist
Binance (Bundle Africa Team) 2022 - 2023
Resolved 1,000+ complex P2P & B2C transaction disputes with a 98% resolution rate. Managed high-volume support channels (Twitter, Intercom, Email) during peak market volatility — CSAT consistently above 90%. Aggregated user feedback that drove 3 major product feature updates, reducing friction for new users. Co-authored 20+ internal Quality Guides and Help Center articles, standardising support quality across the team. Performed KYC/AML due diligence and user onboarding verification in compliance with regulatory requirements.
Customer Success & Support Specialist
Various Fintech & CX Roles 2019 - 2022
Built foundational expertise in KYC/AML compliance and client due diligence across financial platforms. Delivered multi-channel support across email, live chat, and phone while maintaining consistently high satisfaction ratings. Contributed to internal knowledge bases and training materials for onboarding new team members.
Skills
crm
crypto
customer-service
customer-success
customer-support
english