CHIRANJEEVI KB

Brought in to lead and scale the customer support function for a fast-growing, global remote work platform, I focused on laying strong operational foundations, improving customer experience, and aligning support with business and product goals.

Early Achievements and Key Responsibilities:

• Team Leadership & Onboarding: Took over leadership of a globally distributed support team, assessed current workflows, and began introducing performance coaching and structured onboarding.
• Support Process Audit & Optimization: Conducted a comprehensive audit of existing support processes, identifying quick wins to reduce resolution time, and improve consistency.
• SLA & KPI Framework: Established initial service level targets (SLAs) and key performance indicators (KPIs) to bring visibility into response times, resolution rates, and team effectiveness.
• Customer Feedback Loop: Implemented early-stage systems for capturing and routing customer feedback to relevant departments, helping to prioritize product and UX improvements.
• Helpdesk and Ticketing Enhancements: Introduced improvements to ticket categorization, tagging, and escalation paths, leading to better tracking and faster triaging of issues.
• Cross-Functional Collaboration: I began regular syncs with the Product, Engineering, and Customer Success teams to align support insights with product development and user retention strategies.
• Escalation Handling: Acted as the primary escalation point for complex or high-impact customer issues, ensuring fast resolution, and improved customer confidence.
• Customer Satisfaction Focus: Initiated efforts to monitor CSAT and analyze customer sentiment, laying the groundwork for future CSAT/NPS improvement initiatives.
• Knowledge Base Assessment: Reviewed current self-service content, identified gaps, and started planning a structured knowledge base revamp to reduce ticket volume.
• Scalability Planning: Contributed to early discussions on team scaling, automation tools, and long-term support strategy as the company continues rapid growth.

Built Klarity’s customer support function from the ground up—driving operational excellence, cross-functional alignment, and a world-class customer experience at scale.

Highlights:

• Built the Support Org from scratch: hired, trained, and led a high-performing global support team, aligned with business goals and customer expectations.
• Operationalized Support in less than 6 Months: Designed and launched a fully functional support system, reducing resolution time by 40%, and enabling round-the-clock coverage.
• Created scalable processes: Designed workflows, SLAs, and escalation paths that scale with product growth, ensuring continuity without compromising quality.
• Standardized Excellence: Authored and maintained detailed SOPs, setting the foundation for consistent service delivery across all channels.
• Drove data-driven performance: established KPIs and dashboards to track CSAT, FRT, AHT, and resolution rates, empowering the team to make informed, real-time improvements.
• Achieved 95% CSAT: Elevated customer satisfaction through empathetic service, proactive communication, and fast, accurate resolutions.
• Accelerated onboarding by 20%: Developed a robust training program that cut ramp-up time and enabled new hires to contribute faster.
• Partnered across functions: Worked closely with Product, Engineering, and Sales to funnel customer insights into product improvements, and build a seamless user journey.
• Led with empathy and growth: Regular coaching and development plans resulted in strong team morale, skill growth, and improved retention.

Led service delivery operations for a large-scale team of over 200, encompassing frontline agents, team leads, SMEs, and operations managers. Owned end-to-end delivery, workforce management, client relationships, and continuous improvement initiatives across multiple projects and stakeholders.

Key Achievements & Responsibilities:

• Managed a team of 200+ across roles: Oversaw a dynamic workforce comprising production staff, team leads, SMEs, and managers, ensuring alignment with delivery standards, KPIs, and business goals.
• End-to-End Operations Ownership: Directed people management, SLA governance, workforce planning, hiring, scheduling, and performance oversight across all delivery units.
• Client Engagement & Escalation Management: Acted as the primary point of contact for internal and external escalations, maintaining high client satisfaction, and resolving issues swiftly.
• Strategic Performance Management: Defined and tracked OKRs and KPIs around quality, adoption, efficiency, and effectiveness. Created data-backed dashboards and reports for clients and executive leadership.
• Stakeholder Alignment: Facilitated communication across multiple business lines, translating operational goals into cross-functional action plans.
• Business Reviews & Strategic Planning: Participated in regular WBRs, MBRs, and QBRs—collaborating with leadership on performance insights, future roadmaps, and operational optimizations.
• Scaled Operations 40x: Identified and onboarded new business opportunities, scaling the team from 5 to 211, while enhancing productivity, quality, and employee engagement.
• Cost Optimization & Capacity Gain: Led the Headcount Optimization Project, deprecating low-impact tasks based on severity and criticality—resulting in $82K in savings and 12 FTEs in capacity gain.
• Quality Improvement Initiative: Rolled out the 'Repeatability & Reproducibility' audit framework—closing gaps in QA audits, and boosting accuracy from 94% to 98%, while reducing calibration time.
• People and Culture Development: Drove hiring, training, engagement, mentoring, succession planning, and performance management to support long-term organizational health.
• Forecasting and Budgeting: Owned monthly capacity planning and invoice forecasting, ensuring optimal resource allocation and financial predictability.

Led a customer support team focused on performance excellence, coaching, and customer satisfaction improvement. Drove issue resolution, team development, and KPI alignment in a high-volume support environment.

Key Achievements & Responsibilities:

• Team Leadership and Mentorship: Guided daily operations of support associates, providing coaching, direction, and ongoing mentoring to drive performance and accountability.
• Escalation Management: Handled high-priority and complex customer escalations, ensuring timely resolution and directly contributing to a 10% increase in CSAT scores.
• CSAT & NPS Ownership: Monitored team adherence to customer satisfaction (CSAT), Net Promoter Score (NPS), and individual KPIs, driving consistent service quality.
• Coaching & Performance Improvement: Conducted targeted coaching based on CSAT audits and feedback trends, improving both individual and team-level performance.
• Training and Skill Development: Facilitated daily coaching and formal training for underperforming associates; delivered monthly feedback, and led annual performance appraisals.
• Cross-Training & Backup Leadership: Supported leadership transitions by cross-training across functions and stepping in for team management during absence or overflow.
• Insight Sharing & Risk Management: Flagged recurring issues and potential escalations to leadership, enabling proactive risk mitigation.
• Hiring & Talent Support: Participated in hiring drives and interviews, helping to evaluate talent and strengthen team capability.

Led a team of 20 associates supporting inbound customer service for one of the largest retail banking clients in the U.S. Focused on operational excellence, customer satisfaction, and team development in a high-volume contact center environment.

Key Achievements & Responsibilities:

• Team Leadership and Performance Management: Supervised a 20-member support team, driving performance across key metrics, including AHT (Average Handle Time), FCR (First Call Resolution), and CSAT.
• Escalation & Issue Resolution: Acted as the point of escalation for complex customer issues, ensuring timely and effective resolution while maintaining a high level of empathy and professionalism.
• Coaching and Development: Conducted weekly feedback sessions, identified behavioral and skill gaps (BQ), and delivered targeted coaching to enhance individual and team performance.
• Customer Experience Improvement: Built strong customer relationships through attentive service, positive engagement, and a focus on first-contact resolution.
• Stakeholder Communication: Participated in weekly business reviews with team leads and leadership to assess progress, address challenges, and align on goals.
• Training and Onboarding: Delivered hands-on training, regular performance appraisals, and mentoring to support employee growth, and reduce onboarding time.
• Collaboration and Culture: Fostered a collaborative service environment by initiating team-based problem solving and continuous improvement practices.
• Operational Efficiency: Coordinated internal and external weekly meetings to ensure alignment between operations, quality, and client expectations.