Faruq Sadiq
Results driven Customer Support and Community Management professional with over 4 years of specialized experience in the Web3, Cryptocurrency, and Fintech sectors. Expert in managing high-volume user inquiries on top tier exchanges (Bitget, CoinW, CoinEx). Proven track record in leading support operations, mentoring junior agents, and handling strategic partnerships. Passionate about delivering scalable community ecosystems and high satisfaction user experiences in fast paced blockchain environments.
Experience
Customer Support Lead (Representative)
Bitget
Remote
Managed high-volume inquiries across live chat and email, maintaining a consistent 90%+ customer satisfaction (CSAT) rate. Leadership:Trained and mentored 5+ new support agents on platform features and user engagement best practices. Collaborated directly with technical and engineering teams to resolve escalated transaction and wallet issues, significantly reducing average resolution time. Provided expert technical assistance on complex crypto transactions, futures trading, and platform-specific features.
Customer Support Specialist
CoinW
Remote
Optimized the user onboarding and KYC processes, ensuring a seamless entry for new exchange participants. Efficiency:Authored and contributed to the internal knowledge base, reducing repetitive user queries by 20%. Resolved escalated cases with a focus on first-contact resolution, enhancing overall platform trust.
Support Agent
CoinEx
Remote
Handled technical inquiries regarding crypto deposits, withdrawals, and trading engine functionality. Partnered with the engineering department to identify and log recurring technical incidents.
Education
Ahmadu Bello University
B.Eng.
Pursuing specialized degree focusing on automation and systems engineering.
Skills
Strategic Partnerships & Internships
Partner Intern
Borel Sigma
Supported the partnership team in managing key accounts and identifying strategic growth opportunities within the ecosystem. Facilitated communication between internal stakeholders and external partners to ensure project alignment and delivery.
CoinW Champion (Ambassador Program)
CoinW Champion (Ambassador Program)
Africa Market
Led brand promotion initiatives and created educational content to onboard new users into the ecosystem.
Affiliate Outreach
Affiliate Outreach
DigiFinex
Recruited Key Opinion Leaders (KOLs) and managed partnership negotiations for regional market expansion.