Faizaan Khalid Shaikh

Escalation Manager | 10+ Years in Customer Success | Driving Operational Excellence & Customer Trust

With over a decade of experience in technical support and customer success, I specialize in managing enterprise escalations, enhancing support operations, and building high-performing teams that drive measurable results. I bring a strong foundation in technical troubleshooting, cross-functional collaboration, and process optimization.

Currently serving as an Escalation Manager at Helpshift, I lead mission-critical issue resolution, reduce churn risk, and collaborate closely with Engineering and Product to deliver fast, sustainable outcomes for enterprise customers.

Leadership Achievements

• Escalation Process Optimization: Reduced average resolution time for escalated issues by 30% through workflow redesign and proactive stakeholder engagement.
• CSAT Improvement: Contributed to an 8% increase in CSAT scores over 12 months by improving response quality and escalation handling practices.
• Backlog Reduction: Cut escalation backlog by 25% through better prioritization, real-time reporting, and cross-team coordination.
• Training & Coaching: Mentored junior support engineers, resulting in a 20% improvement in first-response quality and faster ramp-up times.
• Cross-Functional Success: Partnered with Engineering and Product to resolve 90%+ of customer-reported issues within SLA, directly contributing to customer retention.
• Tooling & Reporting Enhancements: Implemented new escalation reporting metrics and dashboards, improving visibility into issue trends and resolution times.

Core Competencies

• Enterprise Escalation Management & Incident Response
• Technical Support Operations & Leadership
• Process Design & Knowledge Management
• Customer Experience Strategy
• Data-Driven Decision Making
• Cross-Functional Collaboration (Support, Engineering, Product)
• Agile & ITIL Methodologies

Career Vision

I aspire to grow into senior leadership roles where I can scale global support operations, build resilient teams, and drive strategic alignment between customer support, product development, and business goals. I'm passionate about creating support ecosystems that not only solve problems, but build long-term customer trust and loyalty.

• ITIL Foundation 4, PeopleCert
• Winner of 2023 Hackathon at HelpShift