crypticcsm

L2 Senior Specialist

I am an experienced customer support and community management professional with a strong background in crypto, Web3, and iGaming industries. Over the past several years, I have worked in roles ranging from customer support agent to team manager, handling tasks such as account verification, compliance, troubleshooting, onboarding, and training. I have also managed large, multilingual teams and maintained active community engagement on platforms like Telegram and Discord.

I am passionate about creating exceptional user experiences and improving internal processes to ensure smooth operations. I am currently seeking a role where I can leverage my expertise in customer support, crypto, and gaming to help users succeed while contributing to a dynamic, forward-thinking team.


Experience: 8 years

Yearly salary: $30,000

Hourly rate: $15

Nationality: 🇹🇷 Turkey

Residency: 🇹🇷 Turkey


Experience

Senior Complaints Agent
Binance
2022 - 2024
Addressed and resolved customer complaints efficiently within the crypto and blockchain ecosystem, utilized strong interpersonal and communication skills to engage effectively with users, applied critical thinking and problem-solving skills to analyze and resolve complex situations related to crypto transactions and security concerns.
Senior Customer Support Specialist
FTX
2022 - 2022
Conducted comprehensive KYC (Know Your Customer) and KYB (Know Your Business) verification processes, reviewed customer documentation, performed due diligence, and identified potential risks, investigated suspicious transactions and collaborated with compliance and legal teams, streamlined onboarding procedures to enhance the customer experience within Web3 and blockchain platforms.
Team Leader / Supervisor
Concentrix + Webhelp
2021 - 2022
Managed 105 agents across four countries, overseeing three shifts in four languages, developed strategic plans to achieve key performance indicators (KPIs) and optimize customer satisfaction, provided leadership, coaching, and support to ensure effective customer service operations.

Skills

blockchain
crypto
customer-success
customer-support
web3
english
turkish