Customer Ops & Trust Leader - Head of QA & Risk (SaaS, FinTech, E-com)

Overview

Looking for part-time work (4 hours/day)

at $5.81/hour ($560.00/month)

Bachelors degree

Last Active

June 24th, 2026 (yesterday)

Member Since

October 26th, 2018

Profile Description

I help businesses build customer operations that don’t just answer tickets, they protect revenue, strengthen brand trust, and scale sustainably.

With over 10 years of experience across BPO, Banking, FinTech, SaaS, and E-commerce, I specialize in turning chaotic support systems into structured, data-driven operations. My background spans frontline customer service, risk and fraud analysis, quality assurance leadership, and full-scale customer operations management.

Currently, I lead customer operations for a high-growth global e-commerce brand, overseeing the entire lifecycle, from order management and global logistics to returns, escalations, and multi-channel support. I’ve audited and optimized helpdesk systems like Gorgias, streamlined workflows, reduced response times, and improved overall team productivity through smarter automation and clear SOPs.

What I Bring to Your Business:

Customer Operations Leadership
• End-to-end support management (email, chat, blended support)
• Escalation handling and executive-level issue resolution
• KPI monitoring, performance management, and coaching
• 24/7 support orchestration

Quality Assurance & Compliance
• QA framework design for regulated environments (Banking & FinTech)
• Fraud prevention and risk assessment
• Process documentation and governance
• Error reduction through structured evaluation systems

E-commerce & SaaS Optimization
• Gorgias optimization and automation
• Shopify support (themes, product listings, order management, app integrations)
• Returns and logistics process improvement
• Customer feedback loops to improve product and marketing alignment

Risk & Trust Strategy
• Fraud analysis and mitigation
• Compliance reporting for executive leadership
• Proactive identification of operational vulnerabilities
• Balancing customer experience with risk control

My foundation in Electrical and Electronics Engineering also gives me a structured, analytical approach to problem-solving. I’m comfortable working with technical systems, troubleshooting complex workflows, and building processes from the ground up.

Clients and teams value me for being calm under pressure, structured in execution, and proactive in identifying improvements before issues escalate. I don’t just follow processes, I build and refine them.

If you’re looking for someone who can:

• Manage and scale your remote support team
• Clean up messy workflows and reduce churn
• Implement QA systems that actually improve performance
• Protect your brand from risk while maintaining a strong customer experience
• Turn support data into actionable insights

I’d be happy to help.

Let’s build systems that work, and scale.