Customer Experience & Operations Leader with 15+ years of experience driving global B2B SaaS support operations, leading high-performing teams, and implementing AI-driven automation strategies. Adept at building scalable support ecosystems across 24x7 environments, improving CSAT, SLA, and deflection rates while aligning support strategy with product innovation and business goals. Strong collaborator with Product, Engineering, and Marketing teams, leveraging Voice of Customer insights to influence roadmaps, optimize operational excellence, and accelerate MRR/ARR growth.
Freshdesk, Freshchat