tranthao2111

– Received and owned all escalated tickets from L1 Customer Support via Intercom — acting as the primary resolution layer between frontline agents and the engineering team – Investigated technical issues end-to-end using internal tools, system logs, and monitoring dashboards; identified root causes across account management, transaction processing, and platform system domains – Diagnosed and resolved crypto-specific issues including failed or delayed deposit/withdrawal transactions, stuck on-chain transfers, wallet connectivity problems, order execution anomalies, and KYC/identity verification blockers – Escalated complex or unresolvable bugs to the development team via Jira with structured, detailed reports including full root-cause analysis, affected user data, environment context, and step-by-step reproduction instructions – Maintained clear and proactive communication with L1 agents throughout ticket lifecycle — ensuring no customer was left waiting and all statuses were accurately tracked – Collaborated cross-functionally with support, product, and engineering teams to prioritize and resolve recurring system-level issues and drive platform stability improvements – Identified patterns in escalated tickets to spot underlying bugs or UX friction; contributed to knowledge base updates and internal playbooks that reduced repeat L1 escalations – Onboarded newly escalated issues with structured templates and documentation standards, improving the quality and speed of developer handoffs

– Managed and led a multilingual support team of 14 agents responsible for customer inquiries across multiple languages and time zones – Oversaw daily operations: ticket queue management, shift scheduling, workload distribution, and SLA compliance monitoring to ensure consistent service levels – Established and enforced quality standards — conducted regular ticket audits and provided structured feedback and coaching to agents to improve accuracy and resolution quality – Acted as the primary escalation point for agents unable to resolve complex or sensitive customer issues — handled high-impact cases personally before routing to L2 when required – Collaborated with product, technical, and operations managers from other departments to communicate support trends, flag systemic issues, and align on platform improvements – Developed and maintained internal support documentation including escalation procedures, response templates, and onboarding materials for new hires – Monitored and reported on team KPIs (CSAT, first response time, resolution rate) — consistently achieving high satisfaction scores across the team

– Handled 50+ customer inquiries daily across Zendesk, live chat, and email — maintaining high response accuracy and a 95%+ customer satisfaction (CSAT) rate – Assisted users with the full onboarding flow: account registration, KYC identity verification, initial wallet setup, and first-time deposit/withdrawal instructions – Provided clear, step-by-step guidance on platform features and resolved common issues including login failures, transaction confusion, and notification errors – Performed initial issue triage: classified incoming tickets by category (technical, account, compliance, billing), assessed severity, and routed complex cases to the appropriate L2 team – Escalated technical or unresolvable issues to the technical support team with clear written summaries, relevant screenshots, and user account context – Maintained accurate and up-to-date ticket records in Zendesk, ensured timely follow-up on open cases, and closed tickets only upon confirmed user resolution