Chinju C B
Bengaluru
Summary
Accomplished Senior Support Manager leading support operations in the SaaS industry. Skilled in building and mentoring high-performing teams, and managing large-scale customer support functions across APAC and international regions. Proven ability to drive customer satisfaction (CSAT/NPS), manage critical escalations, and optimize support processes through data-driven decision-making and automation initiatives. Strong cross-functional collaborator with Product, Engineering, and Sales to enhance customer experience and retention while ensuring compliance with global standards.
Overview
19
19
years of professional experience
Work History
Senior Support Manager
Meltwater Software Private Ltd
07.2018 - Current
- Expanded my responsibility of managing the team from the Bangalore Product Support organization to the APAC region.
- Oversee the customer support team, ensuring high performance and professional growth, fostering a collaborative and customer-centric team culture.
- Develop and implement support strategies aligned with company objectives. Led the initiative to move from the Tier model to the Swamp model and made sure APAC is enabled with these changes.
- Manage daily support operations, ensuring adherence to SLAs, and KPIs. Monitor metrics to identify trends and implement process improvement and also ensure efficient resource planning and scheduling for optimal coverage.
- Partner with Product, Engineering, Sales and Customer Success teams to address complex issues or handle critical clients.
- Designed initiatives to enhance customer satisfaction, and monitor customer feedback and satisfaction score (CSAT) to identify areas of improvement.
- Continuously evaluate and refine support workflow for efficiency. Lead automation projects to reduce manual tasks, thus improving response time.
- Championed professional development through individualized coaching and mentoring programs. Was able to move individual contributors to the team lead role and team lead to a technical manager role. Empowered them through regular feedback, goal setting, and career progression planning.
- Continued with the internship drive and increased the number of colleges for this drive.
- Ensure support operations comply with legal and data privacy, manage risks by maintaining a secure customer interaction protocol stay informed on industry standards and adjust policy accordingly.
- Develop and manage the APAC support department's budget and resource allocation. Monitor spending to ensure alignment with business goals and justify headcounts for the team.
- Provide regular reports on APAC support performance to senior leadership, and communicate team achievements and challenges effectively. Use data to influence executive decisions and strategic decisions.
- Contributed to the development of technical proposals, RFP responses, and cost estimations supported by technical documentation.
- Facilitated the relocation of APAC team members to various geographical regions. Managed the logical and operational aspects of relocations.
- Managed end-to-end resource lifecycle activities including hiring, onboarding, offboarding and performance improvement planning (PIP).
- Contributed to the management of daily office functions, with a focus on efficient facility operations, maintenance, and workplace security.
Support Manager
Meltwater Software Private Ltd
05.2016 - 07.2018
- Spearheaded the establishment of a Product Support function at the Bangalore office by driving both internships and experienced hiring initiatives.
- Led, and mentored a high-performing support team, conducted regular performance evaluations and provided constructive feedback to foster growth.
- Launched and sustained an annual internship program and successfully converted high-potential interns into full-time employees based on their performance.
- Managed day-to-day support operations to ensure timely customer response, also handling critical escalations and complaints across the APAC region to strengthen customer relationships and enhance satisfaction.
- Defined, implemented and enforced customer service policies and procedures to improve service consistency and quality.
- Ensure compliance with corporate policies, legal requirements and industry standards, with a strong focus on data privacy and secure customer interactions.
- Created and enforced weekend coverage and Holiday coverage for the APAC region. Also collaborated with the Global team to outline the on-call policy.
- Worked closely with other departments (Sales, Engineering, Product, third-party vendors) to resolve customer issues, and deliver actionable insights to senior leadership.
- Acted as Project Manager for internal initiatives, including task automation and custom solution development. Delivered projects using Agile methodology, with full ownership of planning and scope management.
- Participated in APAC region budget planning for the Product Support function, aligning financial strategy with operational goals.
- Applied advanced analytical and problem-solving capabilities to identify effective resolutions for complex issues.
- Demonstrated strong leadership by overseeing projects end-to-end, from concept through completion.
Senior Technical Solutions Engineer
Pegasystems India
07.2012 - 07.2014
- Designed, implemented and optimised complex technical solutions for the Chordiant application.
- Collaborated with the development team to gain expertise in the Collections Chordiant application. Got exposure to Agile methodology and SDLC.
- Worked closely with high-value Enterprise customers like Citibank, CTFS (Canadian Tier Financial service).
- Designed and implemented a database purge custom solution for CTFS's Collections system.
- Acted as a trusted technical advisor, visiting clients locations to ensure smooth adoption and integration.
- Provided hands-on technical support, troubleshooting and issue resolutions for enterprise customers, also optimised the performance and stability of the application by identifying and resolving critical issues.
- Conducted technical training on product, fixes worked on and also documented the changes.
Product Engineer
Ness Technologies
07.2006 - 06.2012
- Provided technical support for enterprise-level applications.
- Managed high-priority issues (P1/P2) within the SLA, ensuring quick resolutions and minimal business impact.
- Worked on root-cause analysis and created technical documentation for the issues.
- Acted as a liaison between customers, Engineering and product teams to ensure smooth issue resolution.
- Provided clear, professional communication to both technical and non-technical stakeholders.
- Developed and maintained knowledge base articles and troubleshooting guides.
- Participated in certifications and training (Java, Chordiant application) to enhance technical expertise.
Education
Masters of Computer Application - Information And Computer Systems
Christ College
Bengaluru, India05-2006
Bachelor of Computer Applications - Information And Computer Systems
Maharani Lakshmi Ammani College For Women
Bengaluru, India05-2003
Skills
- Leadership and Management
- Customer success, experience and operational excellence
- Tools and Technologies
- Data-Driven operations
- Global Support Operations
- Strategic planning and execution
- Budget management
- Compliance and Risk
- Office operations and administration
- Compliance and Risk management
- Training and mentoring
- Performance monitoring & Improvement
- Policy development
- Office administration
Accomplishments
- Served as a panelist for Women in Tech initiatives, and participated as a speaker and panel member in Women in Tech forums.
- Led the Internal Complaints Committee as the Presiding officer.
- Nominated for Oxford Leadership Training in recognition of top performance within the Engineering organization.
- Managing a high-performing support team of 20+ members, coordinating with cross-regional teams and supporting clients worldwide.
- Spearheaded a long-standing internship initiative with various colleges in Bangalore (9+ years), with a strong track record of transitioning interns to full-time employees.
Timeline
Senior Support Manager
Meltwater Software Private Ltd
07.2018 - Current
Support Manager
Meltwater Software Private Ltd
05.2016 - 07.2018
Senior Technical Solutions Engineer
Pegasystems India
07.2012 - 07.2014
Product Engineer
Ness Technologies
07.2006 - 06.2012
Masters of Computer Application - Information And Computer Systems
Christ College
Bachelor of Computer Applications - Information And Computer Systems
Maharani Lakshmi Ammani College For Women
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