Asaf A.

Operations Associate

Bengaluru, Karnataka, India15 yrs 6 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Built multi-channel CX ecosystems for fintech.
Implemented AI strategies reducing support volume by 50%.
Improved CSAT from 57% to 91% across roles.

Stackforce AI infers this person is a Customer Experience leader in the Fintech industry with a strong focus on support operations and automation.

Contact

Skills

Core Skills

Customer Experience ManagementSupport OperationsCustomer SupportCustomer SuccessRisk ManagementCustomer Relationship Management

Other Skills

CRM platformsAI chatbotsautomation workflowsknowledge base systemsSLA dashboardsOperations SupportStakeholder ManagementStrategy ImplementationCRM systemssupport infrastructurecommunity-led support modelsCommunicationRetention Programsprocess redesigncoaching programs

About

Customer Experience leader with 13+ years scaling global support operations across fintech and digital platforms. Built and led multi-channel, 24x7 CX ecosystems, driving improvements in CSAT, FCR, and cost efficiency through automation and strong operational design. Expert in support operations, AI-led automation, CRM systems, incident management, and KYC/payment workflows. Trusted partner to Product, Engineering, Risk, and Compliance, bringing VOC insights to improve customer journeys and scale operations.

Experience

15 yrs 6 mos

Total Experience

2 yrs 7 mos

Average Tenure

2 yrs 11 mos

Current Experience

Aspora

Senior Manager, Head of Customer Experience

Jul 2023 – Present · 2 yrs 11 mos · Bengaluru, Karnataka, India · On-site

I Own end-to-end Customer Experience (CX), Support Operations, and Service Strategy for a high-growth fintech across cross-border payments and NRI banking.
Built and scaled a multi-region CX function (0→1) supporting 1M+ active users across onboarding, KYC, payments, and compliance workflows
Designed a 24x7, multi-channel support ecosystem (chat, email, voice) handling 100K+ monthly contacts with strong SLA adherence
Implemented AI-led automation and deflection strategies, reducing inbound support volume by ~50% and significantly lowering cost per contact
Established core CX operating systems including SOPs, QA frameworks, knowledge management systems, and escalation protocols, improving FCR to 85%+
Led incident management and RCA frameworks, reducing critical resolution time by ~40% and improving service reliability
Drove Voice of Customer (VOC) programs, NPS tracking, and customer lifecycle engagement strategies to improve retention and experience
Partnered with Product, Engineering, Risk, and Compliance to embed customer insights into roadmap decisions and reduce failure demand
Built and scaled org structure (in-house + BPO), including hiring, training systems, and leadership layers to support rapid growth
Tech & Tools: CRM platforms (Salesforce, Intercom, Freshdesk, Zoho etc), AI chatbots (Decagon, Freshbot, Sierra, Anthropod), automation workflows, knowledge base systems, SLA dashboards

CRM platformsAI chatbotsautomation workflowsknowledge base systemsSLA dashboardsCustomer Experience Management+1

Flint

Senior Manager

Jan 2021 – Jun 2023 · 2 yrs 5 mos · Bangalore Urban, Karnataka, India · On-site

Led CX and Support through high-growth and product evolution in a crypto/DeFi environment.
Built and scaled 24x7 global support operations supporting 500K+ users across chat, email, and community channels (Telegram, Discord)
Managed 50K+ monthly interactions, ensuring SLA adherence during rapid growth and high-volatility cycles
Designed and implemented CRM systems, automation workflows, and support infrastructure, improving resolution efficiency by ~30%
Established self-serve and community-led support models, deflecting 25–30% of incoming queries
Owned end-to-end customer lifecycle (onboarding → retention), improving engagement and reducing churn
Managed KYC, payments, and vendor ecosystems, ensuring smooth transaction and support experiences
Supported transition from centralized product to DeFi ecosystem, maintaining CX continuity and trust.

CRM systemsautomation workflowssupport infrastructurecommunity-led support modelsCustomer Experience ManagementSupport Operations

Cred

Customer Support Operations Manager

Oct 2018 – Jan 2021 · 2 yrs 3 mos · Bengaluru, Karnataka, India

Early CX leader responsible for building and scaling support operations during hypergrowth.
Built and led a 60+ member support organization, scaling to 4,000+ daily contacts (~120K/month)
Improved CSAT from 57% → 82% and drove FCR to 90%+ through process redesign and coaching programs
Reduced response times by ~35% across chat and email via queue optimization and workflow improvements
Implemented automation and chatbot solutions, deflecting 20%+ of support volume
Led outsourcing across 3 partners (120+ agents), improving SLA adherence and quality metrics
Partnered with Product & Engineering to reduce systemic complaints from ~8% → <2%, cutting tickets volume abd queue time by 60%+ across major segments.

process redesigncoaching programsautomation solutionsCustomer SupportCustomer Experience Management

Airbnb

Team Lead, Customer Success

Nov 2017 – Oct 2018 · 11 mos · Gurugram, Haryana, India · On-site

Led customer success operations across North America and EMEA markets.
Managed a 25-member team supporting global host and guest operations
Improved CSAT to 91% through structured coaching, QA programs, and process improvements
Reduced escalation turnaround time by ~40% through workflow redesign and SOP enhancements
Handled high-volume, cross-border support interactions, ensuring consistent service quality
Supported risk, fraud, and compliance workflows during key operational transitions

coachingQA programsworkflow redesignCustomer SuccessCustomer Experience Management

American express

Assistant Manager Operations

Jul 2013 – Oct 2017 · 4 yrs 3 mos · Gurgaon, India · On-site

Managed premium customer support and risk operations for US card members.
Led a 15-member team supporting high-value cardholders in a regulated environment
Consistently delivered 90%+ CSAT while handling complex customer and risk scenarios
Acted as SME for incident and risk management, resolving high-impact escalations
Reduced repeat escalations through process improvements and data-driven insights
Managed crisis response workflows, ensuring service continuity and customer trust

incident managementrisk operationsprocess improvementsCustomer SupportRisk Management

Hsbc

Customer Relationship Officer

Sep 2010 – Jun 2013 · 2 yrs 9 mos · Kolkata Area, India · On-site

Managed HNI and corporate client relationships across EMEA and US across legacy banking products + cross selling insurance/mortgage product lines.
Later, part of the new COBAM project, responsible for client management for corporates across EMEA and US.

client managementcross sellingCustomer Relationship Management