Maaz Akhtar

Customer Success Manager

Lucknow, Uttar Pradesh, India6 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Increased CSAT by 25% through strategic initiatives.
Reduced resolution time by 30% with process optimization.
Implemented AI-driven solutions to enhance customer support.

Stackforce AI infers this person is a Customer Experience Leader in the SaaS and Web3 industries.

Contact

Skills

Core Skills

Customer ExperienceAi Customer SupportProcess Management

Other Skills

Customer ServiceOperational EfficiencyData-driven Decision MakingWorkflow AutomationCustomer Feedback AnalysisCustomer SatisfactionPerformance ImprovementContinuous Process ImprovementFeedback SystemsTechnical SupportChatbotsAutomationCustomer InteractionProcess OptimizationRoot Cause Analysis

About

Customer Experience leader with 5+ years in scaling high-performance support teams in crypto/Web3 environments. I specialize in building AI-driven customer support systems, optimizing operations, and improving customer outcomes through data and automation. 🔹 What I do: • Implement and optimize AI customer support bots (intent design, automation flows, escalation logic) • Build scalable process management systems (SOPs, workflows, RCA) • Design customer feedback loops (CSAT, NPS, VoC) to drive product and CX improvements • Lead technical support operations across onboarding, transactions, and account security 🔹 Impact: • CSAT increased by 25% • Resolution time reduced by 30% • FCR improved by 20% • Backlog reduced by 40% I work at the intersection of AI, operations, and customer experience, helping companies scale support without compromising quality. Open to global opportunities in AI CX, Customer Support Leadership, and Web3.

Experience

6 yrs 7 mos

Total Experience

2 yrs 4 mos

Average Tenure

4 yrs 5 mos

Current Experience

Bitdelta

4 roles

Team Lead: Marketing & Customer Services

Promoted

Jan 2024 – Apr 2026 · 2 yrs 3 mos

AI & Automation
Implemented AI customer support bots to automate Tier-1 queries and reduce agent workload
Designed chatbot flows, intents, and escalation logic for higher containment rates
Leveraged automation for ticket routing and prioritization
Process Management
Built SOPs, workflows, and escalation frameworks to improve operational efficiency
Conducted root cause analysis (RCA) to eliminate recurring issues
Feedback Systems
Established CSAT/NPS feedback loops and VoC analysis
Translated customer insights into product and process improvements
Technical Support
Handled complex crypto-related issues (transactions, wallets, KYC, account security)
Collaborated with engineering to resolve platform-level issues

AI Customer SupportProcess ManagementFeedback SystemsTechnical Support

Team Lead of Marketing and customer support

Jan 2024 – Jun 2024 · 5 mos

Crypto Exchange

Customer Success Manager

Promoted

Jan 2022 – Present · 4 yrs 5 mos

Managed end-to-end customer lifecycle from onboarding to retention, ensuring high customer satisfaction and long-term value realization. Owned customer retention by identifying churn risks and executing proactive engagement strategies. Managed a portfolio of high-value customers, monitoring account health, engagement trends, and usage metrics. Improved CSAT by 25% and reduced resolution time by 30% through process optimization and team coaching. Drove product adoption by educating customers on platform features and best practices. Collaborated with Product and Engineering teams to resolve issues and improve overall customer experience. Acted as escalation point for high-impact customer issues, ensuring timely and effective resolution. Implemented AI-driven chatbot solutions and automated workflows to improve efficiency and response time. Built SOPs, workflows, and operational frameworks to enhance service delivery and consistency. Analyzed customer data and feedback to identify trends and drive continuous improvement initiatives.

Customer ServiceCustomer ExperienceOperational EfficiencyAI Customer SupportData-driven Decision Making

Senior Customer Support Executive

Jan 2021 – Jan 2022 · 1 yr

Managed 100+ daily customer interactions across chat, email, and voice channels. Resolved complex technical and account-related issues, improving First Contact Resolution (FCR). Supported onboarding and training of new team members to improve team performance. Contributed to process improvements and workflow optimization initiatives.

Customer ServiceTechnical SupportProcess ImprovementCustomer Experience

Digital financial exchange - difx

Social Media and Digital Marketing Executive

Mar 2021 – Dec 2023 · 2 yrs 9 mos · Dubai, United Arab Emirates

Delivered frontline support for onboarding, transactions, and account-related issues. Maintained SLA compliance and ensured timely resolution of customer queries. Improved product adoption through customer education and guidance.

Customer ServiceDigital MarketingSocial Media ManagementCustomer Experience