Faith Joseph

Background

About Faith Joseph

I’m a Customer Support Leader with over 6 years of experience supporting FinTech, crypto, and digital payment platforms in fast-paced environments.I specialize in resolving complex wallet issues, failed transactions, KYC challenges, and high-priority escalations—always with empathy, speed, and a strong customer-first mindset.Currently, I lead an 8-person support team handling monthly tickets, where I’ve consistently driven strong performance across CSAT, FCR, and SLA through coaching, automation, and process improvement. I’m particularly passionate about building proactive teams, optimizing CRM workflows, and using customer insights to influence product and operational decisions.Highlights of my experience include:Achieving over 90% CSAT and FCR across multiple rolesReducing onboarding time by 35% through automationImproving retention and upsell performance through lifecycle engagementPartnering with Product, QA, and Engineering to resolve recurring issues and improve time-to-resolutionI’ve worked extensively with tools such as Zendesk, Zohodesk, Freshdesk, JIRA, and Excel dashboards, and I thrive in service-driven, tech-enabled teams where customer trust is critical.I’m open to on-site, remote, or hybrid opportunities where I can contribute to delivering exceptional customer experiences and scaling support operations.