Said Büyükarslan
Customer Service Lead
Istanbul
Summary
Proven track record in driving customer satisfaction and user adoption, backed by 5+ years in technical support and team management within high-pressure tech sectors like cryptocurrency and consumer electronics.
Overview
5
5
years of professional experience
Work History
Customer Service Team Lead
OKX
01.2023 - 08.2025
- Rated as top performer in 2023-2024 annual review; led teams of 10-20 agents in delivering exceptional customer success, resulting in 3 agents promoted to LDQA Specialists and 1 to Team Lead.
- Monitored and optimized team KPIs, including Quality, CSAT, and Productivity, to drive user adoption and ensure measurable customer outcomes in a fast-paced crypto environment.
- Developed growth plans through leadership, coaching, and mentoring to help agents discover improvement areas, achieve targets, and exceed performance goals, fostering active user engagement post-onboarding.
- Built trust as a technical advisor by facilitating use-case exploration during surges, handling complex escalated inquiries, and providing accurate resolutions to client challenges.
- Led persuasive technical discussions with cross-functional teams to cascade updates, address issues efficiently, and minimize conflicts, improving overall collaboration and client satisfaction.
- Created post-deployment success plans by addressing user issues, motivating agents, and seeking managerial guidance to increase the adoption of platform offerings continually.
- Demonstrated self-motivation and initiative in crises, going above and beyond to direct agents and provide special care for high-value users.
Assistant Store Team Leader
SupportYourApp
12.2022 - 01.2023
- Led team performance monitoring in productivity, QA, and CSAT scores, grading chats as a QA analyst to drive customer success motions.
- Provided coaching and feedback to agents needing improvement, translating technical sources to facilitate better understanding of client challenges and solutions.
- Built credibility through effective communication, fostering a positive environment and enabling quick resolutions to support user adoption.
Customer Support Consultant
SupportYourApp
12.2021 - 11.2022
- Delivered high-KPI support via Live Chat and email for clients, handling up to 5 chats simultaneously while maintaining top QA and CSAT scores in a team of 7.
- Mentored agents on non-tech and tech skills, taking initiative in crises to handle incidents and provide continuous feedback to teammates and the leader.
- Drove customer adoption by owning issues and collaborating to improve experiences, demonstrating analytical skills in identifying resolution patterns.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
Supervisor
Teleperformance
03.2021 - 12.2021
- Supervised a team of 13 for a global smartphone and IoT company, conducting interviews, delivering basic training, and tracking KPIs to ensure high-quality technical support.
- Taught best communication skills and technical knowledge about products, facilitating use-case discussions to help agents build trust and resolve client challenges.
- Provided feedback to agents on development points, leading to improved customer success metrics and better adoption of device features.
Technical Advisor
Teleperformance
07.2020 - 02.2021
- Provided technical support for a leading smartphone and computer manufacturer, achieving top performer status in a team of 15 with 90%+ CSAT and 90% technical knowledge rates.
- Kept After Call Work under 30 seconds while helping team members resolve issues with interpersonal skills, demonstrating problem-solving skills
- Maintained high customer satisfaction through consultative troubleshooting, building relationships and driving product adoption.
Education
Bachelor of Science - Management Information Systems
Anadolu University
Eskişehir 04.2001 -
Timeline
Customer Service Team Lead
OKX
01.2023 - 08.2025
Assistant Store Team Leader
SupportYourApp
12.2022 - 01.2023
Customer Support Consultant
SupportYourApp
12.2021 - 11.2022
Supervisor
Teleperformance
03.2021 - 12.2021
Technical Advisor
Teleperformance
07.2020 - 02.2021
Bachelor of Science - Management Information Systems
Anadolu University
04.2001 -