---
title: "Alokesh Saha - Customer Support Lead in Bengaluru | Tal"
description: "Meet Alokesh Saha, Customer Support & CX Operations Lead | Team Leadership | KPI/KRA, SLA & CSAT Management | Escalations | FinTech & D2C based in Bengaluru. AI stack includes claude and gemini."
image: "https://tal.club/meet/alokesh-saha/share-image"
---

# Alokesh Saha on Tal

## Headline

Customer Support & CX Operations Lead \| Team Leadership \| KPI/KRA, SLA & CSAT Management \| Escalations \| FinTech & D2C

## About

Customer Support and CX Operations professional with 7\+ years across fintech, D2C e\-commerce, and BPO — including 2\+ years leading and scaling support teams\. I build support functions from the ground up: team structure, KRA/KPI frameworks, QA systems, escalation matrices, and CRM workflows — then use the data those systems generate to keep improving them\. A few things I've driven recently: Scaled a Customer Support team from 4 to 12 members at Banana Club, building voice, chat, email, social, and escalations coverage from scratch Led a 20\+ member CX team at Simpl, lifting CSAT from 83% to 90\.64% and cutting refund turnaround from 5–7 days to 48 hours Built management reporting and QA frameworks that turned raw ticket data into staffing and process decisions Open to Senior Team Lead / Assistant Manager – CX Operations roles, particularly in fintech and D2C\. Always happy to connect with others in CX ops, or to hear about roles/teams that might be a fit\. Open to my next role: Senior Team Lead / Assistant Manager, CX Operations\. Over the past 2\+ years I've scaled a support team from 4 to 12 \(Banana Club\), and before that led 20\+ CX professionals at Simpl \- lifting CSAT from 83% to 90\.64% and cutting refund TAT from a week to 48 hours\. I'm looking for my next team to build KPI/QA systems for, ideally in fintech or D2C, based in Bengaluru\.

## Location

Bengaluru

## AI stack

claude

gemini

## Work experience

Customer Support Lead at Banana Club, Mar 2026 \- Present · 7 mos, Bengaluru, Karnataka, India, Scaled the Customer Support function from 4 to 12 members, building out voice, email, chat, social media, escalations and operations coverage from the ground up\. Built structured KRA/KPI frameworks and a QA system covering communication, resolution accuracy, SOP adherence and critical errors Standardized support workflows and SOPs across ticket handling, escalation, ageing, resolution and closure Hired and trained new team members as part of the 4→12 scale\-up, owning recruitment, onboarding and refresher training Partnered with CRM/tech stakeholders and cross\-functional teams \(E\-commerce, Warehouse, Logistics, HR\) to close operational gaps and resolve customer\-impacting issues Anchored business continuity through a leadership transition — process documentation, CRM knowledge transfer, and stakeholder training

Team Lead – Support at Simpl, Feb 2025 \- Mar 2026 · 1 y 1 mo, Bengaluru, Karnataka, India, Focus Areas: PayLater, repayments, billing disputes, UPI refunds, order issues Key Outcomes: Reduced DSAT by 55% through RCA\-driven coaching and SOP fixes Improved CSAT by 10% by tightening response accuracy and follow\-ups Improved agent efficiency \(70\+ chats/day, 9\-min AHT, 9\-sec FRT\) Reduced UPI refund TAT from 7 to 2 days by partnering with product/ops teams Responsibilities: Led 20\-member multi\-channel team; converted 8 interns to FTEs Ran daily huddles, QA audits, 1:1s, and performance reviews Standardized macros/scripts to fix inconsistent agent responses Managed ageing tickets and escalations across payments/billing

Operations Intern at Simpl, Sep 2024 \- Feb 2025 · 6 mos, Bengaluru, Karnataka, India, Proposed UI changes for platform charges → improved user clarity Supported repayment, partial payment, and billing escalations Helped improve QA clarity through documentation and examples Maintained productivity across calls, chats, and emails

Business Executive at Fairpick, Jul 2023 \- Sep 2024 · 1 yr 3 mos, Managed customer support operations related to orders, returns, refunds, and delivery concerns\. Coordinated with warehouse and logistics teams to improve issue resolution timelines\. Monitored SLA adherence and customer communication quality\. Supported reporting, process improvement, and operational improvement initiatives\.

Business Systems Executive at Fairpick, Jul 2023 \- Sep 2024 · 1 yr 3 mos, Mumbai, Maharashtra, India, Implemented Zomato–Locus route mapping → reduced delivery inefficiency by 15% Improved Ops workflow by standardizing SOPs and tracking routing errors Worked with logistics/vendor teams to close gaps in order failures Tracked daily KPIs and supplied insights to reduce delivery delays

Customer Service Representative at Transact Global BPO, Aug 2022 \- Jun 2023 · 11 mos, Bengaluru, Karnataka, India, As a Customer Service Representative at Transact Global BPO, I specialized in managing inbound and outbound customer inquiries for Jockey via email\. My role involved delivering high\-quality support and efficient communication, ensuring timely resolution of customer concerns\. Through professionalism and clear communication, I contributed to improving customer satisfaction by maintaining strong client relationships\. I was recognized with the "Dedicated Performer" award for my exceptional contributions and commitment to delivering outstanding customer service, further solidifying my dedication to enhancing customer experiences\.

Customer Service Executive at Transact Global BPO, Aug 2022 \- Jun 2023 · 11 mos, Managed customer queries through voice and email support channels\. Resolved customer issues related to services, orders, and account\-related concerns\. Maintained quality standards and customer satisfaction levels\.

## Education

Bachelor of Business Administration, Manipal University Jaipur

Higher secondary, Business/Commerce, General, St\.Stephen's School Dum Dum

[View the original profile](https://tal.club/meet/alokesh-saha)

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