Headline

Building Mighty | Customer Experience & Business Operations | Founding Team | Ex Fisdom, Livspace, Treebo

About

I'm someone who enjoys solving problems, building systems, and learning how things work. Over the last decade, I've worked across customer experience and business operations in startup environments, helping teams create reliable processes, improve customer journeys, and scale business efficiently. I'm particularly interested in using technology, automation, and AI to simplify work and solve practical problems. I don't claim to have all the answers. Most of what I've learned has come from being curious, asking questions, experimenting, and figuring things out along the way. That mindset has led me to build products using AI - such as VoterTrace, an OCR-powered voter verification platform, and UmrahNow, a regional content led travel planner platform. Outside of work, I enjoy travelling, spending time with my two adopted cats, and going down rabbit holes on topics I know little about. If something catches my interest, I usually want to understand it properly. Always open to conversations about customer experience, operations, startups, technology, AI, and building useful things.

Location

Bengaluru

AI stack

claude

gemini

openai

perplexity

claudecode

ChatGPT

Work experience

Founding Member | Customer Experience & Business Ops at GetMighty, Mar 2022 - Present · 4 yrs 8 mos, Bengaluru, Karnataka, India, Joined Mighty as an early founding team member and helped build and scale the business from an early-stage fintech into a retirement planning-focused platform, owning Onboarding, Customer Experience, Operations, engagement, and investment transaction management. • Built Customer Experience & Operations from the ground up, establishing systems, workflows, SLAs, escalation frameworks and quality standards; achieved 92%+ SLA adherence and 95%+ CSAT. • Helped launch and operationalize the retail investing platform, spanning product testing, customer journeys, transaction workflows, operational readiness and go-to-market execution. • Drove operational transformation through the company's pivot to retirement planning, redesigning customer journeys, service delivery and engagement frameworks for long-term investor relationships. • Managed lifecycle and engagement for high-value investors within a platform supporting 100Cr+ in retirement investments, with a strong base of long-term customers. • Built multi-channel engagement programs across WhatsApp, Email, SMS and webinars, contributing to 25K+ webinar registrations and 3K+ advisory sessions. • Owned end-to-end investment transaction operations, including onboarding, purchases and reconciliation, and supported the BSE → ONDC migration with minimal business disruption. • Contributed to revenue and business economics, negotiating AMC/ LAMF partnerships and commercial terms, while overseeing commission tracking, invoicing, reconciliation and related operational governance.

Independent Product Initiative at Amanah, Dec 2025 - Dec 2025 · 1 mo, Bengaluru, Karnataka, India, Conceived and launched Amanah, a privacy-first photo-sharing platform designed to address trust, consent, and misuse concerns within the matrimony ecosystem. Identified the problem through first-hand observation of how sensitive personal photos are routinely shared across uncontrolled channels, leading to privacy breaches and loss of user consent. Independently translated this real-world gap into a functional MVP with a strong focus on consent-driven access, controlled visibility, and simple, intuitive UX for non-technical users. Designed and executed the product end-to-end using modern, AI-assisted workflows and cloud tooling, including UX flow design, no-code / low-code implementation, and domain, DNS, hosting, and deployment setup. Validated early need organically within relevant communities, recording 3000+ event counts on launch and initial user adoption with zero marketing spend.

AVP - Customer Experience at Fisdom, Feb 2020 - Mar 2022 · 2 yrs 2 mos, Greater Bengaluru Area, Joined during the company’s early growth phase and led the scale-up of Customer Experience across multiple fintech products. Built and owned omnichannel CX operations across Mutual Funds, Stock Broking, NPS, Digital Gold, and Insurance. Designed and scaled the CX ecosystem from scratch, implementing help & support, ticketing, and cloud telephony systems. Reduced average resolution time from 72 hours to under 36 hours and achieved industry best First Call Resolution. Drove automation and self-service initiatives in partnership with Product and Tech, reducing inbound calls by 19% and email queries by 21%. Led platform migration from Knowlarity to Kaleyra, improving connect rates, agent productivity, and delivering 17% cost efficiency. Conceived and launched the Customer Excellence initiative, engaging 15,000+ customers and contributing ₹20 crore in incremental AUM within eight months. Scaled the CX team from 18 to 40 members while maintaining attrition below 5% and developing internal leaders. Consistently delivered 94%+ CSAT and positive NPS, positioning CX as a key business differentiator.

Product Support Specialist at smallcase, Feb 2019 - Nov 2019 · 10 mos, Bengaluru, Karnataka, India, At smallcase, I connected customer experience with brokerage operations - optimizing communication workflows and improving investor-support turnaround times. —————————————————- Served as the primary communication bridge between Smallcase's Customer Experience team and stock broker support teams, acting as the key contact for broker partner queries and grievance resolution. Played a central role in onboarding and training broker partners on CRM, ensuring effective support alignment. Managed investor inquiries related to product concepts and features, while analyzing support metrics to drive continuous improvements through collaboration with both internal teams and broker partners. Worked closely with Smallcase's engineering team to address and resolve investor transactional issues and platform concerns, facilitating a seamless user experience. Contributed to process development by establishing new operating procedures to enhance departmental efficiency. Additionally, developed comprehensive user articles, FAQs, and response templates to support consistent and clear communication.

Design Consultant & CX at Livspace.com, Feb 2017 - Jul 2018 · 1 yr 6 mos, Bengaluru Area, India, Enhanced HNI client experience and sales efficiency - delivering 96% + CSAT and shaping CX processes for scalable service quality. ———————————————- Managed Inside Sales, catering to HNI clients for both B2C and B2B interior requirements, while supporting the Operations Manager in key client experience initiatives. Provided floor support to a team of 30 customer service executives, handling escalations from multiple channels, including customer service helpdesk, social media, and review platforms like MouthShut. Played an integral role in hiring and supporting design partners, ensuring they had the resources needed for success. Oversaw direct customer communications through the CRM, ensuring smooth and efficient interactions. Strategically developed and implemented an escalation matrix across the organization, enhancing response times and client satisfaction.

Education

Bachelor’s Degree, Business Administration, Management and Operations, ICFAI University

Public links

syedrashad.in: https://syedrashad.in/