Ali Fazal
London
Summary
Technical Support Manager specialising in blockchain security, DeFi reconciliation, and AI-augmented operations. Expert at navigating multi-chain ecosystems to perform deep-dive forensics and transaction tracing while maintaining elite regional KPIs (93% CSAT, 97% IQS). Proven ability to scale technical hubs in the UK and globally, leveraging a "doer" mentality to lead by example in high-stakes, 24/7 environments.
Overview
9
9
years of professional experience
Work history
Senior Lead - Customer Success
Ledger Technologies
London
2024.06 - Current
- Scaled the UK Support Hub from 0 to 10 technical specialists within 12 months, overseeing the end-to-end recruitment, technical vetting, and onboarding process.
- Directly manage a 24/7 technical team utilising a 4/4 shift rotation, ensuring consistent global coverage and operational continuity.
- Cultivated the top-performing regional team in the department, consistently exceeding global benchmarks with 93% CSAT, 97% IQS, and 83% FCR.
- Drive career development through structured coaching frameworks and technical workshops, resulting in high team retention and internal promotions.
- Turned the department from a cost-centre > revenue hub via strategic upselling and initiatives
- Spearheaded "Human-in-the-Loop" (HITL) initiatives for AI chatbots, refining machine learning outputs to ensure accuracy in complex hardware-security queries.
- Partnered with Product teams to develop and deploy internal AI productivity tools, directly contributing to operational cost-reduction and increased agent efficiency.
- Serve as a Subject Matter Expert (SME) for AI offerings, providing iterative feedback loops that bridge the gap between technical capability and user experience.
- Execute deep-dive on-chain forensics using various blockchain explorers to trace transactions and resolve complex security escalations.
- Close the "Product-Support" feedback loop by translating customer friction points into actionable data for Engineering and Product teams.
- Architected and managed Knowledge Base (KB) strategy, maintaining both internal documentation and customer-facing Help Center articles to reduce support volume.
- Manage high-stakes technical escalations, delivering timely resolutions for critical issues involving digital asset security and hardware functionality.
- Orchestrate cross-functional workshops focused on technical development and process optimisation to eliminate departmental silos.
- Implemented standardised escalation protocols that streamlined the path from initial customer contact to engineering resolution.
Team Lead - Customer Success
Koinly
, Remote
2022.05 - 2024.05
- Directed a multi-tier technical support team consisting of 9 L1 and 4 L2 specialists, overseeing daily operations and workload distribution.
- Consistently exceeded department-wide benchmarks for Response Time, CSAT, and Case Resolution through proactive performance monitoring.
- Designed and delivered comprehensive training curricula and coaching materials for new hires, accelerating the onboarding timeline for technical specialists.
- Facilitated weekly 1-1s and industry-specific workshops to ensure the team remained current on rapidly evolving global crypto tax regulations and blockchain trends.
- Served as the primary escalation point for high-risk and complex technical cases, specialising in data reconciliation and tax reporting discrepancies.
- Built and scaled the Koinly community from the ground up, acting as a lead brand ambassador and fostering an active, self-sustaining ecosystem for users.
- Moderated high-traffic community forums, maintaining a positive brand presence while identifying and resolving emerging technical trends before they escalated to support tickets.
Customer Success Manager
Yell UK
, Remote
2021.10 - 2022.03
Digital Consultant-Automotive
Facebook EU
London, Hybrid
2020.02 - 2021.10
Customer Success
Cazana
2018.12 - 2020.01
Customer Success
BuyACar
2017.01 - 2018.12
Education
A Levels - Economics, English Literature, IT
Moulsham High School & 6th Form College
Skills
- Blockchain Analysis
- Multi chain expert ( EVM, Solana, XRP, Stellar, Polygon, UTXO)
- Deep understanding of crypto security and forensic tracing
- High level of understanding of DeFI primitives (Staking/Lending/LPs)
- AI Implementation / Prompt Engineering
- HITL Management
- Workflow Automation
- Strategic Mentorship and Leadership
- Building Teams to scale
- Training and Educating
Websites
Timeline
Senior Lead - Customer Success
Ledger Technologies
2024.06 - Current
Team Lead - Customer Success
Koinly
2022.05 - 2024.05
Customer Success Manager
Yell UK
2021.10 - 2022.03
Digital Consultant-Automotive
Facebook EU
2020.02 - 2021.10
Customer Success
Cazana
2018.12 - 2020.01
Customer Success
BuyACar
2017.01 - 2018.12
A Levels - Economics, English Literature, IT
Moulsham High School & 6th Form College