Summary
Overview
Work History
Education
Skills
Highlights
Timeline
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Kaan Ozcan

Seattle,WA

Summary

Customer Success & Support leader with 5+ years in FinTech, SaaS, and aerospace. Adept at enterprise account operations, technical escalation handling, onboarding, and building support teams from scratch. Strong cross-functional collaborator with a customer-first mindset.

Overview

6
6
years of professional experience

Work History

Customer Success Operations – Enterprise

SpaceX
Seattle, USA
03.2024 - Current
  • Manage onboarding, bulk order processing, and issue resolution for enterprise clients across industries.
  • Collaborate with Engineering and Product to resolve complex service issues and shape process improvements.
  • Support operational scale-up efforts, contributing to documentation, tooling feedback, and data analysis.
  • Help drive customer retention through proactive engagement and SLA adherence.
  • Starlink

Customer Support Manager

Reprise
Remote
07.2023 - 03.2024
  • Designed and launched training programs reducing onboarding time by 15%.
  • Managed team performance through 1:1 coaching and weekly calibration sessions, increasing CSAT and FRT.
  • Created and maintained team KPIs dashboards to drive operational visibility and decision-making.
  • Acted as liaison between CS, Product, and Engineering for escalations and customer insights.

Customer Service Lead

GammaX
Remote
09.2022 - 07.2023
  • Built global support team from ground up; developed SOPs, training, and coverage strategy.
  • Managed recruitment and onboarding of 20+ agents while maintaining 0% attrition during tenure.
  • Conducted QA reviews, knowledge sharing, and performance evaluations leading to 25% productivity growth.

Senior Customer Service Supervisor

BitOasis
Dubai, UAE
12.2021 - 07.2022
  • Led creation and expansion of support team; scaled user base and support channels simultaneously.
  • Trained 25+ agents and launched VIP support tier, contributing to 600% MATU growth.
  • Executed strategic partnerships with influencers and OTC clients; supported marketing-led activations.

Cabin Crew Member

Avion Express
Istanbul, Turkey
05.2019 - 12.2021
  • Delivered excellent passenger service on A320 fleet while ensuring strict safety compliance.
  • Led emergency response drills and consistently ranked high in passenger satisfaction.

Education

B.A. - International Business & Trade

Anadolu University
Turkey

Skills

  • Zendesk
  • Freshdesk
  • CRM
  • SAP ERP
  • Onboarding
  • Team Leadership
  • KPI Reporting
  • Coaching
  • Technical Escalations
  • SaaS Tools

Highlights

  • Built 3 support teams from scratch and scaled service globally.
  • Improved onboarding efficiency and retention at SpaceX and Reprise.
  • Managed global support orgs with 0% attrition and high CSAT.
  • Cross-functional leader with experience across FinTech, SaaS, and Aerospace.
  • Recognized in multiple LORs for people-first leadership and execution.

Timeline

Customer Success Operations – Enterprise

SpaceX
03.2024 - Current

Customer Support Manager

Reprise
07.2023 - 03.2024

Customer Service Lead

GammaX
09.2022 - 07.2023

Senior Customer Service Supervisor

BitOasis
12.2021 - 07.2022

Cabin Crew Member

Avion Express
05.2019 - 12.2021

B.A. - International Business & Trade

Anadolu University

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