Kobi Amin

Customer-facing professional with 10 years of experience in KPI-driven roles focused on customer service, operations, and client relationship management. Over the past 2 years, serves as a Customer Success Manager, leading client retention, growth initiatives, and long-term value creation. Proven ability to consistently exceed performance targets while improving customer satisfaction and operational efficiency.

Experienced in collaborating with cross-functional teams including operations, product, and finance to streamline processes and resolve complex issues. Strong focus on building trusted client relationships and translating customer needs into measurable business outcomes.

Customer Success Manager at Pylon Payments (2024-01 – Present)

• Led merchant onboarding from setup to go-live, ensuring smooth integration and strong initial performance.
• Managed full billing cycle: generated monthly invoices, reconciled provider commission reports, and ensured timely payment collection.
• Conducted structured monthly business reviews and continuous data analysis to enhance merchant satisfaction, proactively address performance gaps, and drive long-term retention and growth.

Business Operations Manager at Yango Delivery (2022-01 – 2024-12)

• Led end-to-end investigations of lost package incidents using CRM, delivery systems, Freshdesk, and advanced Excel analysis to identify root causes and improve operations.
• Collaborated cross-functionally with Operations, Product, and Finance to resolve complex customer and courier issues, consistently achieving 100% of KPIs.
• Owned and optimized the weekly courier payments process, reducing payment-related support issues by 90%.

Customer Service Specialist at BeachBum (2021-01 – 2022-12)

• Leveraged data analysis and cross-functional departments collaboration to identify issues, optimize user experience, and drive operational improvements.
• Led refund optimization initiative reducing tickets by 50%, while managing customer inquiries and consistently achieving 100% KPI targets.
• Managed player inquiries via ticketing systems, consistently achieving 100% KPI and SLA performance while ensuring high customer satisfaction.

Customer Care Approval Specialist at Payoneer (2014-01 – 2019-12)

• Reviewing and validating customers' documents authenticity, including handling and assisting all Arabic documents.
• Analyzed data and reporting to Risk department on fraudulent activities.
• Ownership of entire Arabic IDs and document review, leading to a reduction of foreign translation services.
• Schedule Manager - Managed and Built bi-weekly work schedule for 250 representatives using ShiftOrganizer software. Automating functions and tools, working closely with Team leaders.

Arabic listener, Sergeant Major at Intelligence Corp, Unit 504 (2009-01 – 2013-12)

Military service

QA – Kobi Yonasi Center of QA studies (2024-01 – 2024-12)

High school (2009-01 – 2009-12)