Headline

Senior Customer Support Specialist | SaaS | Remote - first |

About

I’m a product support professional with 5+ years of experience leading support functions for high-growth SaaS companies. Since 2022, I’ve been driving end-to-end product support for a US-based remote-first startup — where I’ve built the support org from the ground up, maintained 88–100% CSAT, and led initiatives across tooling, documentation, and customer advocacy (G2, Gartner, Capterra). My work involves deep collaboration with engineering and product teams, improving internal processes, and supporting users across global time zones. I’ve also worked with tools like Intercom, Jira, Figma, Merge, HubSpot, Tremendous, Reward genius, Gleap, Onyx, SendGrid, Filezilla, Jam and Retool. Always excited to explore challenging product support problems and contribute to companies that value user experience and thoughtful customer enablement — especially in remote-first, globally distributed teams.

Location

Ghaziabad

Work experience

Senior Customer Support Specialist at Quantum Workplace, Jan 2026 - Present · 4 mos, Remote

Senior Product Support Specialist at Assembly (joinassembly.com), Jan 2025 - Present · 1 yr 4 mos

Product Support Specialist at Assembly (joinassembly.com), Apr 2022 - Jan 2025 · 2 yrs 10 mos, Remote, - Streamline support processes and resolve issues promptly to ensure customer satisfaction. - Educate clients through webinars, demos, and consultations on joinassembly.com features. - Empower customers to align goals with our solutions, enhancing their experience. - Spearhead cross-functional improvement projects to optimize internal processes. - Influence product development by representing the voice of the customer. -Contribute to support documentation (i.e. help articles, help videos, etc). -Work on Figma to design the communication documents for clients. - Handle intercom communications, addressing technical concerns, and coordinating with the tech team for resolutions. - Proactively reach out to clients to ensure there are no ongoing concerns.

Csa at Instahyre, Oct 2021 - Apr 2022 · 7 mos, - Prioritize customer needs and foster a positive customer experience as a Customer Success Associate at Instahyre. - Enhance customer satisfaction and loyalty through consistent engagement and support. - Proactively identify customer challenges and propose effective solutions to drive product adoption. - Collaborate with the product team to implement improvements based on customer feedback. - Coach customers in candidate sourcing and best practices for successful talent acquisition. - Handle intercom communications, addressing technical concerns, and coordinating with the tech team for resolutions.

Team Lead at DataTrained, Oct 2020 - Mar 2021 · 6 mos, Noida, Uttar Pradesh, India, - Streamline admissions decisions, ensuring fairness, transparency, and consistency in line with entry requirements. - Support customers throughout their journey, fostering strong, long-term relationships and advocating for their needs. - Provide comprehensive demos of the SAAS-based platform to onboard clients effectively. - Act as a customer advocate, building trust and transparency while managing client relationships. - Guide and support the inside sales representative team, setting and tracking sales targets and KPIs. - Educate customers through webinars, demos, and consultations, showcasing product features.

Senior Analyst at Ask IT Solutions Ltd, Jun 2018 - Mar 2020 · 1 yr 10 mos, Begumpet, Hyderabad, - Collaborate with clients to understand their requirements and relay information to the sales team. - Provide prompt and effective resolutions to client queries, ensuring customer satisfaction. - Create and curate support documentation to enhance user experience. - Act as the primary contact during onboarding, fostering seamless communication between clients and internal teams. - Manage the internal communications strategy, aligning it with the organization's strategic objectives. - Address communications, raise tickets for technical issues, and coordinate with the technical team for timely resolutions.

Education

Master of Arts - MA, English Literature (British and Commonwealth), Jamia Millia Islamia

Bachelor's degree, English Language and Literature/Letters, Delhi University