Amitesh Gaurav
Team Lead - Customer Support
Bangalore
Summary
Customer Support Team Lead with 4+ years of experience in SaaS and automation platforms, combining strong technical expertise with effective team leadership. Experienced in API troubleshooting, workflow automation (Make.com), and complex issue resolution, while leading teams to achieve high performance, improved CSAT, and streamlined support operations.
Overview
8
8
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Team Lead - Customer Support
Make by Celonis
Bengaluru
01.2023 - Current
- Managed and mentored a team of 15+ customer support agents, ensuring high performance and continuous development.
- Conducted regular 1:1s, performance reviews, and coaching sessions to improve team productivity and quality.
- Led onboarding and training programs for new hires.
- Monitored KPIs such as CSAT, SLA, first response time, and resolution time.
- Improved ticket resolution efficiency by streamlining workflows and internal processes.
- Analyzed support data to identify trends and implement improvements.
- Handled high-priority escalations, including security and data-related incidents.
- Ensured timely and professional communication with enterprise customers.
- Acted as a bridge between customers and internal teams.
Technical Support
ZF Group
Bengaluru
02.2018 - 12.2022
- Intern (Feb 2018 – Jun 2018)
- Operations and Technical Support Engineer (Jul 2018 – Jun 2020)
- Senior Operations and Technical Support (Jul 2020 – Dec 2021)
- Increased client satisfaction by providing exceptional technical support for audiovisual systems.
Education
B. Tech. - Computer Science and Engineering
Heritage Institute of Technology
Kolkata, West Bengal 04.2001 -
Skills
- Workflow automation expertise
- API troubleshooting proficiency
- REST APIs, Webhooks
- Interactive coding
- Team Management & Coaching
- Performance Management (KPIs, CSAT, SLA)
- Customer relationship management tools
- Cross-functional collaboration
- Team leadership
- Communication
Coaching and mentoring
Accomplishments
- Awards or Recognition – Employee of the Month Received the Employee of the Month award in recognition of outstanding performance and contribution in retaining customers through support.
- Leadership and Teamwork Led a team of 8 members to complete a complex project within a tight deadline, resulting in positive feedback from the client.
Certification
Customer Support Specialist – LinkedIn
Courses for building rapport and communicating effectively with customers, providing right assistance at the right time, de-escalating intense situations, and creating customer value.
Interests
Cooking, Listening to Music, Reading, Video Games, Volunteering, Gardening
Timeline
Team Lead - Customer Support
Make by Celonis
01.2023 - Current
Technical Support
ZF Group
02.2018 - 12.2022
B. Tech. - Computer Science and Engineering
Heritage Institute of Technology
04.2001 -
Mentoring or helping peers
Passionate about mentoring and developing team members, fostering a collaborative environment through knowledge sharing and continuous learning