Dhruv Virendra Mehta

Driving global Customer Success for three major platforms—Pocket FM, PocketTV, and Pocket Toons—by leading a high-impact team and ensuring seamless user experiences across the US, Latin America, Europe, and soon the Middle East. I collaborate with cross-functional teams (tech, product, backend, production) to resolve user concerns efficiently and proactively.

🎯 Key Responsibilities:

• Managing day-to-day user escalations, incidents, and regional support tickets

• Monitoring Play Store reviews and in-app episode comments to close feedback loops with production/content teams

• Leading PRD-based rollouts, A/B experiments, and creating internal dashboards for improved query resolution

• Driving automation, bot flows, and process improvements to reduce ticket volume

• Designing team KPIs and tracking performance, while consistently exceeding personal benchmarks

• Compiling global weekly/bi-weekly reports for leadership with actionable insights

🧰 Tools & Platforms:

• Freshdesk | Freshworks | FreshChat | Jira | Slack | App Bot | Redash | AWS, Google Console

• Company Overview: Building India's Largest Audio OTT Platform
• First Response Time (FRT): Achieved a response time of under 2 hours for new and unassigned tickets, ensuring prompt service delivery and adherence to SLAs
• Resolution Time: Maintained efficient resolution times, consistently meeting or exceeding targets to enhance user experience
• Data Management & Insights: Conducted data analysis to generate actionable insights, identifying trends and improving support processes
• P0 Issue/Incident Resolution: Successfully resolved critical (P0) issues, minimizing downtime and maintaining operational efficiency
• Initiative & Implementation: Led new strategies and processes to enhance team productivity and service quality
• Play Store & App Store Updates: Worked closely with the development team to manage updates, ensuring improvements based on user feedback
• Achievement: Contributed to increasing Play Store rating in India from 4.241 in April 2023 to 4.322 in April 2024 (+0.081)
• Global Impact: Improved the Play Store rating for 100M+ active users, increasing it by 0.132 from July 2023 to July 2024
• Team Management & Training: Trained and managed new team members, fostering a collaborative environment and improving Cx experience
• User Feedback & Content Team Coordination: Engaged with user comments on episodes, linking feedback to the content team for quality improvements
• Locale-Specific Data Insights: Developed region-specific data to help stakeholders optimize customer service
• Product Management Collaboration: Provided strategic feedback on new features and rollouts, aiding decision-making
• International Client Support: Handling US, UK, Canada, Philippines, APAC and European client accounts, ensuring prior support and developing efficient processes to enhance user experience
• Building India's Largest Audio OTT Platform

• Led efforts for optimizing cashback procedures and compliance.
• Monitored compliance with legal and regulatory standards within the customer support function, mitigating risk.

• Lead the Customer Relationship team at Freekaamaal, ensuring exceptional service delivery across email, chat, calls, WhatsApp, and social media
• Foster departmental collaboration for efficient resolution of customer issues, emphasizing prompt, high-quality responses
• Maintain stringent response time standards: under 10 minutes for emails and under 2 minutes for chats
• Implement strategies to enhance key customer satisfaction metrics including CSAT, NPS, and overall customer experience
• Design workflows and reporting mechanisms with clear targets and deadlines for efficient task management and consistent quality in customer interactions
• Establish SLAs, optimize deliverable structures, and implement standardized procedures for ongoing customer support
• Conduct regular training sessions and evaluations for the team, taking corrective actions to enhance performance
• Introduced innovative initiatives to improve customer activation, retention, and shopping experiences, including the creation of the FreeKaaMaal Gold Membership, which scaled the business to 2x growth

• Respond to customer queries in a timely and accurate way, via phone, email, or chat
• Identify customer needs and help customers use specific features
• Keep track of customers' queries & resolve them by providing an effective solution
• Analyze and report product malfunctions
• Update our internal databases with information issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Take the extra mile to engage customers

• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channels including improvement suggestions
• Always choosing the best solution to solve a problem; rectifying, adjusting, and also following up to ensure proper resolution with the complete order fulfillment to the final delivery of the order

• Liaise with other departments such as Merchant Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues and questions
• As a Seller support representative, it will also assist with all basic administrative functions including user account maintenance, reports and dashboards, workflows, data analysis, and training for all Merchant, while helping to execute related projects as assigned