Ben Coffie
Accra
Summary
Product, Commercial, and Customer Operations Leader with 5+ years of experience in fintech, crypto-enabled platforms, and SaaS, operating across regulated financial environments. Demonstrated expertise in digital asset operations, including support for multi-token wallets (BTC, ETH, BNB, USDT on ERC-20 and BEP-20 networks), cross-border remittances, and crypto-funded payment products.
Proven track record leading customer operations, compliance-aware workflows, and licensing readiness initiatives, with hands-on exposure to AML/KYC processes, regulator engagement, and transaction risk management. Experienced in scaling teams, optimizing go-to-market execution, and acting as the bridge between product, operations, compliance, and commercial stakeholders to drive sustainable growth in African and global markets.
Overview
6
6
years of professional experience
Work History
Customer Success Lead (Global Operations)
Bitsika Africa
Accra
05.2020 - Current
- Led global customer operations and success for a crypto-enabled fintech platform supporting cross-border remittances, trading, and payments across Africa and international markets.
- Supported users transacting with multiple digital assets, including Bitcoin (BTC), Ethereum (ETH), Binance Coin (BNB), and stablecoins such as USDT on ERC-20 and BEP-20 networks.
- Oversaw customer onboarding, education, and issue resolution across multi-chain wallet transactions, including network mismatches, confirmations, and recovery workflows.
- Supported crypto-funded Visa card products, enabling users to create and use virtual cards for global online payments and subscriptions.
- Built and scaled customer operations workflows for transaction monitoring, dispute handling, and service reliability, contributing to a 60% improvement in CSAT.
- Collaborated closely with product, engineering, and risk teams to improve wallet usability, remittance flows, and multi-asset support, driving higher retention and lifetime value.
- Worked alongside compliance and operations teams to support AML/KYC processes, escalations, and regulator-aware customer support, ensuring safe and compliant platform usage.
- Developed account health dashboards, KPIs, and customer success playbooks to track adoption, risk signals, and operational performance across regions.
Business Development Lead
The Storytellers Limited
Accra
01.2024 - 02.2025
- Led client acquisition and partnership development, increasing conversion rates by 30%.
- Built and managed CRM pipelines, revenue dashboards, and forecasting tools.
- Partnered with creative, delivery, and operations teams to ensure seamless onboarding and account management.
- Supported revenue growth through structured go-to-market and relationship management.Developed acquisition strategies that improved client conversion by 30%.
- Built scalable CRM pipelines and dashboards for engagement tracking and revenue forecasting.
- Partnered with creative and delivery teams to deliver seamless onboarding and account management.
Co-Founder & Growth / Operations Lead
TranzoPay – Digital Payments Startup
Accra
03.2021 - 02.2023
- Co-founded a digital payments startup, providing leadership across product, customer operations, regulatory engagement, and growth strategy.
- Led early compliance and regulatory readiness efforts, including engagement with Bank of Ghana and other relevant regulatory stakeholders.
- Initiated licensing and regulatory approval processes, supporting documentation preparation, compliance requirements mapping, and internal operational controls.
- Worked closely with legal and advisory partners to understand payment services regulations, AML/KYC expectations, and reporting obligations.
- Built and scaled customer onboarding, support, and transaction monitoring processes aligned with regulatory and risk considerations.
- Supported product and UX decisions through structured customer interviews and usage analytics, balancing user experience with compliance constraints.
- Scaled the platform to 5,000+ users within the first year, while maintaining operational discipline and regulator-aware processes.
Co-Founder
Montrad Farms Company Limited
Accra
03.2023 - Current
- Directed a team delivering urban farming solutions on idle lands, integrating digital tools for resource tracking and client engagement.
- Trained community coordinators and interns, improving program retention and farm productivity by 25%.
- Idle Lands Project
Education
MBA - Operations Management
Accra Business School
Accra, Ghana09-2025
BSc - Operation and Supply chain Mgt
GIMPA
Accra, Ghana08.2019
Skills
- Project management
- Crypto & Digital assets
- Customer engagement
- Team leadership
- Regulatory compliance
- Operations management
- Business development
- Problem solving
Languages
- Twi
- English, Native
- Twi, Native
National Service
Procurement/ Finance Executive, BTL Africa, 04/01/18, 04/30/18, Accra, Ghana
References
References available upon request.
Timeline
Business Development Lead
The Storytellers Limited
01.2024 - 02.2025
Co-Founder
Montrad Farms Company Limited
03.2023 - Current
Co-Founder & Growth / Operations Lead
TranzoPay – Digital Payments Startup
03.2021 - 02.2023
Customer Success Lead (Global Operations)
Bitsika Africa
05.2020 - Current
MBA - Operations Management
Accra Business School
BSc - Operation and Supply chain Mgt
GIMPA