Dhruv Virendra Mehta
Kharar, Mohali
Summary
Customer Success leader with 6+ years of experience across OTT and eCommerce platforms. Currently leading global Customer Success operations across multiple products, managing high-impact teams, and driving automation, analytics, and process excellence. Proven expertise in incident management (P0/P1), SLA adherence, and improving customer experience at scale for 100M+ users.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager - Customer Success
Pocket FM
Remote
04.2025 - Current
- Leading global Customer Success operations across US, LATAM, Europe, and upcoming Middle East markets
- Managing high-impact team handling escalations, incidents, and regional support tickets
- Monitoring Play Store reviews and in-app feedback to close loops with content & production teams
- Driving PRD rollouts, A/B testing, and dashboard creation for better decision-making
- Implementing automation and bot flows to reduce ticket volume and improve efficiency
- Defining team KPIs and consistently exceeding performance benchmarks
- Preparing weekly and bi-weekly global reports with actionable insights for leadership
- Collaborating with Tech, Product, Backend, and Production teams
Senior Associate - Customer Success
Pocket FM
Remote, India
04.2023 - 04.2025
- Maintained First Response Time (FRT) under 1 hour for all tickets
- Ensured SLA adherence and improved resolution efficiency
- Resolved critical P0 incidents, minimizing downtime
- Generated insights using customer data to improve processes
- Collaborated with product teams for feature enhancements
- Improved Play Store rating from 4.241 to 4.322 (+0.081)
- Contributed to global rating improvement for 100M+ users (+0.132)
- Trained and mentored team members
- Managed international support (US, UK, Canada, APAC, Europe)
- Built locale-specific insights for better service optimization
Customer Support Manager
FreeKaaMaal.com
Noida, India
12.2022 - 03.2023
- Optimized cashback workflows and compliance processes
- Ensured adherence to legal and operational standards
- Reduced risks through structured process improvements
Assistant Manager - Customer Services
FreeKaaMaal
Noida, India
03.2021 - 09.2022
- Led omnichannel support (Email, Chat, Calls, Social Media)
- Maintained <10 min email TAT and <2 min chat response time
- Improved CSAT, NPS, and overall CX metrics
- Designed SLAs, workflows, and reporting systems
- Conducted training sessions and performance reviews
- Launched Gold Membership Program, driving 2X growth
Customer Support Specialist
FreeKaaMaal
Noida, India
02.2019 - 03.2021
- Resolved customer queries across multiple channels
- Identified product issues and escalated bugs
- Managed social media complaints and escalations
- Maintained internal knowledge base
Customer Support Specialist
NetTechnocrats IT Services Pvt Ltd
Noida, India
12.2017 - 10.2018
- Supported maintenance of quality and productivity metrics.
- Assisted in analysing trends and providing suggestions for process improvements.
Operational Specialist
inTarvo Technologies Pvt Ltd
Noida, India
10.2015 - 11.2016
- Supported seller operations and account management
- Managed dashboards, workflows, and reporting
- Coordinated with cross-functional teams for issue resolution
Education
MBA - Operations Management
Amity University
Noida12.2021
BBA - Retail Management
Amity University
Noida12.2019
Diploma - Mechanical Engineering
Manav Bharti University
12.2016
Skills
- Customer Success & Operations Management
- Incident & Escalation Management (P0/P1)
- SLA/KPI Management (FRT, TAT, CSAT, NPS)
- Data Analytics & Reporting (Redash, QuickSight)
- Process Automation & Bot Flows
- CRM Tools: Freshdesk, Freshchat, Jira
- Appbot, AWS, Slack
- Team Leadership & Performance Management
- Cross-functional Collaboration
- Quality Assurance & Compliance
Certification
- Freshdesk Product Expert
- Customer Service & Sales Certification
- Introduction to Generative AI
- WorkSAFE PRIME
Accomplishments
- Improved Play Store ratings for 100M+ users globally
- Founder's Choice award in 2023 from Pocket FM
- Multi Tasker Award from Freekaamaal.com
- Built scalable customer success processes across regions
- Reduced ticket volume via automation and bot flows
- Delivered data-driven insights influencing product decisions
- Led training programs to improve team efficiency
Languages
English
Hindi
Marathi
Websites, Portfolios and Profiles
linkedin.com/in/dhruvvirendra-mehta-37661311a
Projects
- Account Deletion Process
- Play Store & Appbot Rating Optimization
- User Streak Feature
- Loyalty Program Development
- Root Cause Analysis (RCA) Framework
Hobbies and interests
- Book Reading
- Travelling
- Badminton
- Updating Reviews
Timeline
Assistant Manager - Customer Success
Pocket FM
04.2025 - Current
Senior Associate - Customer Success
Pocket FM
04.2023 - 04.2025
Customer Support Manager
FreeKaaMaal.com
12.2022 - 03.2023
Assistant Manager - Customer Services
FreeKaaMaal
03.2021 - 09.2022
Customer Support Specialist
FreeKaaMaal
02.2019 - 03.2021
Customer Support Specialist
NetTechnocrats IT Services Pvt Ltd
12.2017 - 10.2018
Operational Specialist
inTarvo Technologies Pvt Ltd
10.2015 - 11.2016
MBA - Operations Management
Amity University
BBA - Retail Management
Amity University
Diploma - Mechanical Engineering
Manav Bharti University