Bibin Saji
Chennai
Summary
Customer Support Leader with over 7 years of experience in B2B SaaS, specializing in Tier-2 escalations, enterprise onboarding, and agent performance management. Proven record of reducing churn risk, improving CSAT, and SLA adherence, and building high-performing support teams in fast-scaling environments. Experienced in supporting global customers, and translating customer issues into actionable product improvements.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead Customer Support
Freshworks Technologies
Chennai
04.2019 - Current
- Lead a core customer support team of 10 or more agents (Product Specialists, TAMs, Senior Product Specialists), owning outcomes across CSAT, SLA adherence, escalation turnaround time, and quality scores.
- Own day-to-day team performance management, including 1:1s, coaching, feedback, career discussions, and quarterly calibrations, with a focus on improving resolution quality and customer experience.
- Monitor and manage key operational KPIs, consistently maintaining approximately 87% Resolution Rate and approximately 94% Customer Effort Score (CES) through active queue oversight, coaching interventions, and process discipline.
- Built and led a Tier-2 Escalation Desk to handle high-risk and complex customer issues for global B2B SaaS customers, reducing churn risk by approximately 70% and improving resolution outcomes for enterprise accounts.
- Designed and executed a structured Performance Improvement Plan (PIP) framework for underperforming agents; successfully improved performance for more than 5 agents, enabling them to meet or exceed baseline productivity and quality standards.
- Act as the primary escalation owner for complex Freshsales CRM issues, resolving advanced cases involving integrations, APIs, workflows, and automation, including executive-level escalations.
- Work with the Product, Engineering, and QA teams to surface recurring customer issues, contributing to defect fixes, product enhancements, and reduced repeat escalations.
- Previously supported customers as a Technical Account Manager (Freshsales CRM), managing post-sales technical relationships for mid-market and enterprise customers through solution reviews, demos, and workaround design.
- Led enterprise and premium customer onboarding as a Senior Onboarding Specialist, managing end-to-end onboarding projects from requirement gathering to go-live for complex CRM implementations.
Data Associate
Amazon.com
Chennai
01.2019 - 04.2019
- Supported Alexa speech recognition and NLU models through data annotation, validation, and quality audits on large training datasets.
- Operated in a metrics-driven environment, consistently meeting accuracy, productivity, and SLA benchmarks.
- Identified data inconsistencies and process gaps, contributing to improved annotation guidelines and review workflows.
Sales Executive
Zoho Corp
Chennai
01.2018 - 10.2018
- Owned B2B sales for ManageEngine networking products in the North American region, managing the full sales cycle from prospecting to closure.
- Consistently achieved 120%+ of assigned sales targets, outperforming regional benchmarks.
- Worked with technical teams to map customer infrastructure needs to product capabilities, improving deal conversion, and customer confidence.
- Built long-term relationships with customers and channel partners, supporting account expansion and renewals.
Education
B. Tech. - Electrical and Electronics Engineering
BS Abdur Rahman University
Chennai05.2018
Skills
Customer Support Leadership & Operations
- Team Leadership & Coaching
- Escalation Management (Tier-2 / Tier-3)
- Performance Management & PIPs
- CSAT, SLA & Quality Ownership
- Customer Retention & Churn Risk Mitigation
Support Strategy & Process
- Escalation Framework Design
- Workflow Optimization
- Root Cause Analysis (RCA)
- Knowledge Base & Documentation Strategy
Tools
- Freshdesk
- Freshsales CRM
- Jira
- Excel (Reporting & Analysis)
- API & Integration Fundamentals
Certification
Freshworks Standing Ovation Award (2021–2022) — Recognized for consistent high performance and impact across customer support and sales over two consecutive periods.
Freshworks Director’s Choice Award (FY 2022) — Acknowledged by senior leadership for outstanding contributions to support operations and customer outcomes.
Freshworks Support Hall of Fame (2022) — Honored for significant impact in enterprise onboarding and support excellence.
Freshworks Director’s Choice Award (FY 2022) — Acknowledged by senior leadership for outstanding contributions to support operations and customer outcomes.
Freshworks Support Hall of Fame (2022) — Honored for significant impact in enterprise onboarding and support excellence.
Timeline
Lead Customer Support
Freshworks Technologies
04.2019 - Current
Data Associate
Amazon.com
01.2019 - 04.2019
Sales Executive
Zoho Corp
01.2018 - 10.2018
B. Tech. - Electrical and Electronics Engineering
BS Abdur Rahman University