Available for remote roles

Roseline Oyegbola

Customer & Technical Support Specialist
Top rated
support agent
satisfaction rating
~300
customer interactions per shift (calls, tickets, chats)
~30
KYC reviews daily
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About

Investigate, diagnose, resolve, communicate

I've spent close to six years in customer and technical support roles, working with both B2B and B2C clients across fintech, SaaS/ERP, and digital platforms. I currently handle high-sensitivity account, payment, and compliance cases on a live FX trading platform (EST hours), and previously supported ERP software clients through product demonstrations and troubleshooting.

My approach is consistent across every issue: understand what's actually happening, investigate for root cause rather than treating symptoms, and communicate the resolution clearly, whether the audience is a frustrated customer or an engineering team. A background in economics sharpened this systematic thinking, but the approach itself is what I bring to every case.

6 yrs
customer & technical support experience
4
roles across fintech, SaaS/ERP & digital marketing
Methodology

How I approach every case

Every case below follows the same underlying process. The details change, but the approach doesn't.

1
Gather information. Get the customer's account details and a clear description (often a screenshot) of what they're experiencing.
2
Review the account. Check status, permissions, activity, and restrictions on the backend.
3
Identify the root cause. Distinguish between a system issue, a policy trigger, and user error before deciding how to respond.
4
Apply the fix or escalate. Resolve directly where possible, or route to the right team (accounting, compliance) when it isn't.
5
Confirm resolution. Verify with the customer that the issue is actually resolved, not just closed.
Issue Documentation
  • Capture symptoms, steps taken, and expected vs. actual behavior
Escalation
  • Clear reproduction steps and findings for engineering/compliance teams
Customer Communication
  • Translate technical or policy findings into plain, actionable explanations
Case studies

Featured cases, Apex Markets (FX/Trading)

Investigating account breaches: judgment, policy, and de-escalation under pressure
FX Compliance · High Sensitivity
Context
Apex Markets enforces a strict trading policy. Violations result in the account being "breached," which locks the account and forfeits any funds transferred from the trading terminal (MT5) to the dashboard. This is one of the most sensitive issues in the platform, since customers often lose access to real funds and react with strong distress or anger.
Process
Verify the customer's identity before disclosing any account details. Pull the trading account on the backend and investigate the trading activity to determine whether the breach was triggered rightfully (a genuine policy violation) or wrongfully (a system error).
Outcome (wrongful breach)
Apologize to the customer, explain what happened, and reactivate the account.
Outcome (rightful breach)
Calmly explain that funds already transferred from MT5 are no longer recoverable once the account is marked breached, a conversation that often escalates emotionally, including customers threatening to involve their bank. Stay composed, explain the policy clearly, and hold the line without becoming defensive.
Identity verification Backend investigation Policy enforcement De-escalation
MT5 login failure traced to account deactivation
FX Technical Support
Problem
Customer unable to log into their MT5 trading account, with repeated "invalid login" or disconnection errors.
Thought process
"Invalid login" could mean wrong credentials, a server-side connectivity issue, or a suspended account, three very different problems that each need a different fix. Rather than guess, I first requested a screenshot of the exact error, since the backend isn't visible from the customer's side, and the exact wording narrows down the cause.
Investigation
The error pointed away from a credentials issue, so I reviewed the account's backend configuration directly, checking activation status before anything else, since that's the most common cause behind that specific error message.
Resolution
Confirmed the account had been deactivated, reactivated it, verified activation status on the backend, and confirmed the customer regained access, without requiring further escalation.
Account diagnostics Remote troubleshooting
Pending withdrawal escalation to accounting
FX Operations
Problem
Customer placed a withdrawal and it remained stuck in pending status.
Thought process
A "stuck" withdrawal can mean a genuine processing delay, a compliance hold the customer isn't aware of, or a system error, and each needs a different response, so I didn't reassure the customer until I'd actually confirmed which one it was.
Investigation
Reviewed the account and transaction status directly and confirmed the withdrawal was genuinely pending, not an error, and not yet flagged for compliance, meaning it simply needed accounting sign-off.
Resolution
Escalated to the accounting team for review; once cleared, approved the withdrawal and confirmed the customer received their funds without further delay.
Cross-team escalation Account review Customer updates
Deposit and withdrawal payment troubleshooting
FX Payments
Problem
Customers unable to complete card deposits, or facing delays of 1–4 business days on card withdrawals despite instant processing on Apex's end.
Diagnosis
For deposits: identified whether the failure was card- or bank-side. For delayed withdrawals: confirmed the transaction had processed instantly on Apex's side, meaning the delay was downstream at the customer's bank.
Resolution
Guided customers on getting their card enabled for the transaction or contacting their bank directly; for delayed withdrawals, walked customers through placing a trace with their bank to locate and release the funds.
Payment troubleshooting Customer guidance Bank-side coordination
KYC resubmission guidance
FX Compliance
Problem
Customer KYC documents rejected, most often due to incorrect or incomplete submission.
Diagnosis
Reviewed the specific reason for rejection against verification requirements.
Resolution
Explained clearly what was wrong and how to correct it; verified the account and confirmed successful KYC approval once documents were resubmitted properly.
Document review Customer education Compliance
Additional technical scenarios
Account Access
  • Password resets
  • Account activation
  • Duplicate account resolution
Account Data
  • Email changes
  • Verification mismatches
  • Inactive account reviews
Platform Issues
  • Server connectivity issues
  • Failed verification troubleshooting
Additional account and compliance operations
Funds & Transactions
  • Wallet issues
  • Crypto deposits
  • Trade disputes
Compliance
  • Bonus investigations
  • Compliance escalations (via Jira)
Also handled

SaaS / ERP product support, Yanot Consultant

Before FX support, I supported clients on an ERP software platform, closer to a traditional SaaS/B2B support role than a fintech-specific one.

Onboarding & Demos
  • Customer onboarding
  • Product demonstrations
  • User guidance
Support & Troubleshooting
  • Product troubleshooting
  • Resolving product questions
  • Working with business users
Documentation
  • CRM documentation
  • Explaining software functionality
Recognition

Track record

Across support interactions, feedback has consistently centered on the same thing: clarity under pressure, and making customers feel heard before being told what to do next.

"Wow! You just made our day!"
(Customer, on a resolved support ticket)
Skills

Toolkit

Technical Support
  • Technical troubleshooting
  • Account & access troubleshooting
  • Incident investigation
  • Root cause analysis
Support Operations
  • Ticket management
  • Technical escalation
  • Bug/issue documentation
  • High-volume ticket handling
Customer Service
  • De-escalation under pressure
  • Clear, calm communication
  • Product support & user guidance
Compliance & Judgment
  • Account breach investigation
  • Fraud & policy assessment
  • KYC document review
FX Platform Operations
  • MT5 account diagnostics
  • Deposit & withdrawal troubleshooting
  • Cross-team escalation
Core Tools
  • Zendesk
  • Jira
  • Zoho
  • HubSpot
  • Slack
  • Microsoft Teams
Technical Tools
  • Chrome DevTools
  • TeamViewer
  • AnyDesk
Also Familiar With
  • Notion
  • Microsoft Office
Experience

Where I've worked

Technical Customer Support Specialist, Apex Markets (FX/Trading Platform)
Remote · EST hours · March 2025 – Current
  • Support a Caribbean-based fintech trading platform serving international clients, handling 300 customer interactions and 30 KYC reviews daily as a top rated support agent based on customer satisfaction scores.
  • Diagnose and resolve MT5 login, account, and platform issues, and troubleshoot deposit/withdrawal problems and payment disputes across card and bank channels.
  • Investigate account breach cases, verifying identity, reviewing trading activity, and determining whether a breach was rightful or a system error, while managing highly sensitive, emotionally charged conversations about locked funds.
  • Conduct KYC verification to ensure regulatory compliance during client onboarding, and escalate pending withdrawals to accounting for approval.
  • Handle a broad range of account operations, including password resets, account activation, duplicate account resolution, email changes, wallet issues, crypto deposits, verification mismatches, and inactive account reviews.
  • Investigate trade disputes and bonus-related queries, and escalate compliance matters via Jira for cross-team resolution.
  • Document and escalate complex technical issues to engineering with structured case notes to reduce mean resolution time.
Client Relations & Support Consultant, Followiz Marketing
Remote (Canada-based agency) · Part-time · 2019 – 2025
  • Managed daily communications for 100+ clients across multiple time zones, sustaining consistent remote work discipline and cross-cultural communication.
  • Supported operational workflows including scheduling, reporting, and client record management using CRM tools.
Customer Service Representative & Sales Consultant, Yanot Consultant
Remote · ERP Software Company · May 2023 – Dec 2024
  • Provided technical product support to hospitality and retail clients using an ERP software platform, helping customers understand product functionality and resolve usage-related issues.
  • Conducted ERP product demonstrations and guided prospective and existing clients through software features and workflows.
  • Resolved 150+ customer inquiries daily through structured troubleshooting, product guidance, and customer education.
  • Maintained accurate customer and interaction records within CRM systems while coordinating follow-ups and escalations where required.
Account Manager, Dabrandcity Media
Ogun State · Digital Marketing Operations · June 2021 – May 2023
  • Coordinated multi-account campaign management, client communications, and data reporting across digital marketing operations.
Contact

Get in touch

Email
Oyegbolaoluwadamilola@gmail.com
LinkedIn
linkedin.com/in/odamilolao
Location
Lagos, Nigeria (Remote)
Availability
Open to remote roles