Open to remote — flexible for US / EU overlap

Best
Ogoegbu

Customer Success & Onboarding Lead · CX & Support Operations · Fintech · Crypto · SaaS

8+ years turning complex financial operations into seamless customer journeys — from MTN and Binance to leading onboarding for 1,000+ business accounts at Fincra. I build the structure, scoring and lifecycle motions that move customers from sign-up to long-term value.

Customer SuccessB2B OnboardingSupport OperationsEscalation ManagementKYC / AMLTrust & Safety
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Profile

A career built around customers in motion.

Portrait of Best Ogoegbu

Best Ogoegbu

Customer Success & Onboarding Lead

📍Nigeria · Open to remote
🕘Flexible for US / EU overlap
✉bestyleng@gmail.com
☎+234 806 800 4572
inlinkedin.com/in/bestogoegbu
8+
Years experience
1,000+
Business accounts
98%
Dispute resolution
35%
Retention lift YoY

I'm a Customer Success and Onboarding professional with 8+ years across fintech, crypto, telecom and digital platforms — helping customers successfully adopt products, resolve operational challenges and achieve long-term value.

Currently leading onboarding and post-sale customer success at Fincra, where I support 1,000+ business accounts, built the merchant onboarding framework from the ground up, and reduced Time-to-Value by 28%. Before Fincra I led customer experience for the Bundle Africa team at Binance, resolving 1,000+ disputes with a 98% resolution rate during peak market activity.

I work best at the seam between Product, Compliance, Sales and Finance — turning recurring customer signals into operational fixes, lifecycle motions and reporting that senior leaders can act on.

DCP-certified through the Compliance Institute of Nigeria (2026), bringing formal compliance depth to customer operations and Trust & Safety work.

Selected impact

Numbers that tell the story.

+35%

Active customer retention YoY

Lifecycle engagement and proactive outreach at Fincra.

−28%

Onboarding Time-to-Value

Built a structured onboarding framework from scratch.

+40%

At-risk account re-engagement

Designed merchant health scoring to flag accounts early.

98%

Dispute resolution rate

1,000+ P2P and B2C disputes resolved at Binance.

−15%

Repeat support contacts

Root-cause analysis and cross-functional fixes at Quidax.

Top 20

Agent within six months

Recognised at iSON BPO for service quality and KPIs.

Core strengths

Where I operate.

◆

Customer Success & Onboarding

B2B Merchant Onboarding96%
Lifecycle & Retention94%
Customer Health Scoring90%
Time-to-Value Optimization92%
◇

Support Operations & CX

Escalation Management96%
QA & Coaching90%
SLA & Queue Management93%
Voice of the Customer88%
◈

Compliance, Risk & Trust

KYC Review & Verification92%
AML Escalation Support88%
Dispute & Fraud Resolution95%
Trust & Safety Operations87%
▣

Tools & Platforms

IntercomZendeskFreshdeskSalesforceJiraLookerMetabaseSlackNotion
Experience

A timeline shaped by customers.

Sep 2023 — Present

Onboarding & Customer Success Team Lead

Fincra Technologies · Remote

  • ▸Lead onboarding and post-sale success for 1,000+ business customers across SMB and enterprise segments.
  • ▸Built the merchant onboarding framework from the ground up — milestones, SLAs and CS processes that reduced Time-to-Value by 28%.
  • ▸Designed a merchant health scoring model that improved at-risk account re-engagement by 40%.
  • ▸Drove lifecycle initiatives contributing to a 35% YoY increase in active customer retention.
  • ▸Partner with Product, Compliance, Sales and Finance to remove onboarding friction and resolve sensitive escalations.
  • ▸QA, coaching, hiring support and capability development across customer-facing teams.
OnboardingCS LeadershipRetentionCross-Functional
Sep 2023 — Nov 2023

Customer Support Specialist (Contract)

Quidax · Remote

  • ▸Delivered product support across live chat, email and social while maintaining SLA and CSAT targets.
  • ▸Managed ticket triage and queue prioritisation across multi-channel support.
  • ▸Reviewed KYC documentation and escalated high-risk cases for compliance review.
  • ▸Cross-functional issue analysis contributed to a 15% reduction in repeat contacts.
CryptoKYCTriage
Jul 2022 — Sep 2023

Customer Experience Specialist

Binance — Bundle Africa Team · Remote

  • ▸Supported high-volume crypto customers across Intercom, email and social during peak market activity.
  • ▸Resolved 1,000+ P2P and B2C transaction disputes with a 98% resolution rate.
  • ▸Handled sensitive escalations: account restrictions, payment disputes, fraud-related concerns.
  • ▸Created help-centre and internal documentation that improved first-contact resolution.
CryptoDisputesTrust & Safety
Jul 2021 — Jul 2022

Customer Care Consultant

Smile Communications Nigeria · Ibadan

  • ▸Multi-channel support across phone, email and social in a fast-paced telecom environment.
  • ▸Resolved billing, technical and account concerns while maintaining service-quality standards.
  • ▸Logged and tracked customer interactions to support issue resolution and reporting.
TelecomMulti-channel
May 2019 — Jul 2021

Customer Service Representative — Top 20 Agent

ISON BPO / iSON Xperiences (MTN Process) · Ibadan

  • ▸Managed 120–150 customer interactions daily across billing, technical and account issues.
  • ▸Recognised as a Top 20 Agent within six months for exceeding QA, AHT and CSAT metrics.
  • ▸Owned escalations within the high-value customer queue.
  • ▸Recipient of the WOW Call Award and Raining Smile Award for service quality.
Top 20 AgentBPOEscalations
Certifications & education

Always sharpening the craft.

✦

Designate Compliance Professional (DCP)

Compliance Institute of Nigeria · Completed 2026

◆

Certified Customer Success Specialist

CustomerSuccessU · 2024

◈

Enhancing Financial Inclusion with a Risk-Based Approach

ACAMS · 2024

◇

Mastering the KYC Process (Compliance & AML)

Udemy · 2025

▲

AI Fluency: Frameworks & Foundations

2025

■

Anti-Money Laundering Training

2022

Education

BA(Ed) English & Literary Studies

Ignatius Ajuru University of Education · Port Harcourt, Nigeria

Get in touch

Let's build customer journeys that compound.

I'm open to Customer Success, Onboarding, CX and Compliance Support roles with remote-first fintech, crypto and SaaS teams — ideally where customer operations sit close to Product and Trust & Safety. Always happy to chat about retention motions, onboarding frameworks, or what a healthy merchant lifecycle actually looks like.

✉bestyleng@gmail.com☎+234 806 800 4572inlinkedin.com/in/bestogoegbu📍Nigeria · Remote-ready globally