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Siddharth Kumar

SaaS expert, EV automotive expert, Ex-Atherian, Digital marketing specialist.

India

6+ years of work experience

HighLevel
Mar 20251 yr 7 mosPresent

Remote

Diagnosed and resolved complex issues involving GHL software functionality, including workflows, funnel logic, and CRM configurations. Provided technical support for API-related queries, troubleshooting authentication and integration hooks to ensure seamless data flow between HighLevel and external platforms. Conducted deep-dive analysis by auditing logs, click-steps, and JSON payloads to identify and document software bugs or configuration errors. Collaborated directly with engineering and product teams to advocate for feature enhancements and report critical system vulnerabilities. Maintained a high-touch presence as a primary technical contact, resolving concerns via Zoom consultations. Managed high-volume inquiries across multichannel streams (chat, email, phone), consistently meeting SLAs for response time and resolution quality. Established clear project priorities for clients, providing transparent rationales and timelines for complex technical implementations. Beta-tested new product releases, identifying potential friction points for users before global rollouts. Scaled customer "self-help" capabilities by authoring and contributing high-value articles to the internal and external knowledge base. Mentored cross-functional team members on troubleshooting techniques for GHL-specific features like sub-account snapshots and reputation management tools.
SaaS Labs
Nov 20231 yr 2 mosDec 2024

Bengaluru, Karnataka, India

Assisted Justcall users with handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product-related technical issues experienced by customers Acting as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements Escalation management Worked with Product Team to improve the product withthe feedback provided by the users and market demand and helped the product to evolve. Actively worked on Freshdesk, Jira and Intercom to manage the user queries, troubleshoot and provide necessary guidance for seamless operation of the user
Regalix (Google Vendor ops)
Dec 20211 yr 6 mosMay 2023

Bengaluru, Karnataka, India

Gained in depth knowledge of Google Ad-words, Google Analytics, Google TAG Manager, Digital marketing and marketing operations Assisted small scale business to Fortune 500 companies in setting up Google ads, conversion tracking, Analytics and troubleshooting (GA4). Help advertisers improve returns on Ad-words campaigns and Shopping via technicalimplementation. Handled MMS and LCS clients on various platforms in terms of setup and troubleshooting in Google Ads, Google Analytics (GA4), Google Tag manager. Helped the Clients to effectively measure the conversions from their campaigns to Analyse, Optimize and boost the ROI of the Campaigns.
Ather Energy
Nov 20191 yr 10 mosAug 2021

Greater Bengaluru Area

● Handling day-to-day vehicle concerns from end-users over call & Emails ● Formulating and implementing process changes for optimal performance ● Documenting data for creating tools and knowledge banks for ease of workflow ● Understanding incoming vehicular data and analysing first response resolution for the end-user as well as intimating various teams for corrective actions ● Escalation management ● Data analysis on call volumes & Email volumes helps in improving the efficiency of the customer service team ● Ownership dealership expansion and operations in Mumbai, closing deals for public charging points across the city ● Taking care of customer queries in the showroom along with deliveries during manpower crunch. ● Rostering and people management
Capita
Oct 20189 mosJun 2019

Mumbai Metropolitan Region

● Managed customer complaints and queries on a day to day basis. ● Escalations Management ● Generated daily performance reports of the team ● Coached and influenced new team members to improve performance and instil standards

Siddharth’s AI Stack

notion
notion

Education

Bachelor's Degree, Hospitality Administration/Management

Apeejay Institute of Hospitality & Management

20143 yrs2017
University of Mumbai

Bachelor of Science (BSc), Hospitality Administration/Management

University of Mumbai

20143 yrs2017

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Headline

SaaS expert, EV automotive expert, Ex-Atherian, Digital marketing specialist.

About

Expertise in Customer Relations, IT, Travel & Food & beverages, Digital marketing and automotive industry Highly Motivated, works well in a challenging environment Passionate about Travel, Long drives, Bikes & cars, Music and Reading books

Location

India

AI stack

notion

Work experience

Technical Support Consultant at HighLevel, Mar 2025 - Present · 1 yr 7 mos, Remote, Diagnosed and resolved complex issues involving GHL software functionality, including workflows, funnel logic, and CRM configurations. Provided technical support for API-related queries, troubleshooting authentication and integration hooks to ensure seamless data flow between HighLevel and external platforms. Conducted deep-dive analysis by auditing logs, click-steps, and JSON payloads to identify and document software bugs or configuration errors. Collaborated directly with engineering and product teams to advocate for feature enhancements and report critical system vulnerabilities. Maintained a high-touch presence as a primary technical contact, resolving concerns via Zoom consultations. Managed high-volume inquiries across multichannel streams (chat, email, phone), consistently meeting SLAs for response time and resolution quality. Established clear project priorities for clients, providing transparent rationales and timelines for complex technical implementations. Beta-tested new product releases, identifying potential friction points for users before global rollouts. Scaled customer "self-help" capabilities by authoring and contributing high-value articles to the internal and external knowledge base. Mentored cross-functional team members on troubleshooting techniques for GHL-specific features like sub-account snapshots and reputation management tools.

Product Support Engineer at SaaS Labs, Nov 2023 - Dec 2024 · 1 yr 2 mos, Bengaluru, Karnataka, India, Assisted Justcall users with handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product-related technical issues experienced by customers Acting as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements Escalation management Worked with Product Team to improve the product withthe feedback provided by the users and market demand and helped the product to evolve. Actively worked on Freshdesk, Jira and Intercom to manage the user queries, troubleshoot and provide necessary guidance for seamless operation of the user

Senior Consultant at Regalix (Google Vendor ops), Dec 2021 - May 2023 · 1 yr 6 mos, Bengaluru, Karnataka, India, Gained in depth knowledge of Google Ad-words, Google Analytics, Google TAG Manager, Digital marketing and marketing operations Assisted small scale business to Fortune 500 companies in setting up Google ads, conversion tracking, Analytics and troubleshooting (GA4). Help advertisers improve returns on Ad-words campaigns and Shopping via technicalimplementation. Handled MMS and LCS clients on various platforms in terms of setup and troubleshooting in Google Ads, Google Analytics (GA4), Google Tag manager. Helped the Clients to effectively measure the conversions from their campaigns to Analyse, Optimize and boost the ROI of the Campaigns.

Relationship Manager at Ather Energy, Nov 2019 - Aug 2021 · 1 yr 10 mos, Greater Bengaluru Area, ● Handling day-to-day vehicle concerns from end-users over call & Emails ● Formulating and implementing process changes for optimal performance ● Documenting data for creating tools and knowledge banks for ease of workflow ● Understanding incoming vehicular data and analysing first response resolution for the end-user as well as intimating various teams for corrective actions ● Escalation management ● Data analysis on call volumes & Email volumes helps in improving the efficiency of the customer service team ● Ownership dealership expansion and operations in Mumbai, closing deals for public charging points across the city ● Taking care of customer queries in the showroom along with deliveries during manpower crunch. ● Rostering and people management

Customer Relations Executive at Capita, Oct 2018 - Jun 2019 · 9 mos, Mumbai Metropolitan Region, ● Managed customer complaints and queries on a day to day basis. ● Escalations Management ● Generated daily performance reports of the team ● Coached and influenced new team members to improve performance and instil standards

Education

Bachelor's Degree, Hospitality Administration/Management, Apeejay Institute of Hospitality & Management

Bachelor of Science (BSc), Hospitality Administration/Management, University of Mumbai