Tosin Akinwunmi

I’m a Support Operations and Customer Experience Specialist with experience working in a fast-paced fintech environment supporting users and business accounts across multiple markets. My work focuses not just on resolving conversations, but improving support workflows, reducing escalation timelines, and identifying recurring product-impacting issues that affect customer experience.

I can manage high-impact transaction-related cases, verification issues, and platform escalations while collaborating closely with teams to ensure timely resolutions. I have also contributed to workflow improvements, automation initiatives, and reporting processes that help improve team efficiency and visibility into user pain points.

Some of the work I’ve led or contributed to includes:

• Supporting automation improvements using Intercom (AVA / workflow routing)

• Creating structured escalation pathways to speed up issue resolution

• Tracking recurring product-impacting issues and reporting operational insights

• Supporting conversation tagging accuracy and weekly reporting initiatives

• Helping improve internal coordination between support and engineering teams

I’m particularly interested in roles where I can support merchants, improve operational workflows, and contribute to better customer experience at scale.

Tools I work with:

Intercom | Slack | Google Workspace | Notion | Excel | Customer support reporting workflows

I’m available for remote roles in:

Customer Support Operations

Merchant Success

Customer Experience

Fintech Support

Platform Support