SANJAY RAMESHBABU
Chennai
Summary
Results-driven Customer Support Operations leader with 9 years of experience in hiring, mentoring, and scaling high-performing teams within SaaS environments. Expertise in driving team performance, optimizing support systems, and collaborating with product and engineering to enhance customer feedback. Technical proficiency in REST API integrations and issue troubleshooting, combined with a focus on leadership and team development.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Associate Director – Customer Experience
Kapture CX
Bengaluru
06.2026 - 07.2026
- Support Operations & Team Leadership
- Led end-to-end Support Operations for high-stakes enterprise accounts, managing a Supervisor and POD teams while ensuring operational excellence and strong customer outcomes
- Owned incident and escalation response as key point of contact for critical customer issues, coordinating operational and technical resolutions
- Partnered with stakeholders across the account portfolio to identify expansion opportunities and strengthen customer satisfaction
- Built a needs-driven hiring and workforce management approach, improving alignment between team capacity and account requirements
- Cross-Functional Project Delivery
- Coordinated cross-functional teams of business analysts, technical project managers, and developers to deliver a business-critical initiative that had stalled
- Revived and delivered project within weeks of joining after months of inactivity
- Delivered on-site support for client operations
Enterprise TAM / Team Lead – AI/ML Bots
Freshworks
Chennai
01.2023 - 12.2025
- Owned support system optimization for tier-1 enterprise clients (Shaadi.com, Tata Digital, PhonePe, Paytm), architecting bot workflows for checkout automation, support triage, and transactional support that cut ticket volume by 40–60%
- Optimized support systems for tier-1 enterprise clients (Shaadi.com, Tata Digital, PhonePe, Paytm), architecting bot workflows for checkout automation, support triage, and transactional support, resulting in a 40–60% reduction in ticket volume
- Led escalation and incident response, implementing proactive communication frameworks that reduced customer friction and improved retention
- Analyzed customer feedback and escalation trends to provide insights to engineering and product teams, refining bot architecture and support strategies
- Hired, mentored, and managed a cross-functional support team of 8+, driving accountability to CSAT (95%+) and resolution SLA (87%+) targets
- Developed internal certification program for career development and technical training, enhancing team productivity by 35%
- Received Freshworks Wall of Fame Award (2023), presented by CEO Dennis Woodside and Former CEO Girish Mathrubootham, for leadership and resolution of critical client escalations
L2 Support Engineer – AI/ML Bots
Freshworks
Chennai
01.2020 - 12.2022
- Acted as Subject Matter Expert for Freddy AI bot platform, coding and configuring bot solutions to resolve complex escalated product issues, enhancing customer satisfaction
- Delivered end-to-end technical implementations for 15+ enterprise clients across eCommerce, fintech, ed-tech, and logistics verticals
- Bridged Engineering, Support, and Product teams to translate customer feedback into technical solutions, reducing time-to-resolution by 30%
- Onboarded and trained 20+ support engineers on bot architecture and REST API integrations, authored documentation that reduced onboarding time by 40% for faster team integration
- Awards: 'Calmer of Storms' (2021) for resolving critical escalations; Quarterly Support Awards Runner-up (2021–2022)
Product Specialist – Freshdesk
Freshworks
Chennai
04.2018 - 12.2019
- Delivered enterprise-level technical support and product consultation, achieving high CSAT ratings with 4-hour average resolution time
- Led customized product demo and implementation sessions for 50+ enterprise accounts, enhancing product adoption and feature utilization by 25%
- Recognized multiple times as runner-up in quarterly support award for excellence in customer service
Technical Support Engineer
Movate (CSS Corp)
Chennai
09.2016 - 04.2018
- Delivered remote technical support and troubleshooting for enterprise networking equipment across 200+ customer accounts, ensuring high satisfaction and operational continuity
- Achieved 92%+ first-contact resolution rate through disciplined, customer-focused support, enhancing customer experience and reducing follow-up interactions
- Recognized in 2017 with the Star Performance Award for excellence in customer service. for exceptional customer support and technical excellence
Education
Bachelor of Engineering - Electronics & Instrumentation
Anna University
ChennaiSkills
- Support operations
- Escalation & Incident Response
- Customer Feedback Analysis
- Support Strategy
- Technical Troubleshooting
- Automation
- CRM platforms
- Freddy AI
- Capture CX
- Reporting & Analytics
- Workforce Management
- Performance Management
- Cross-functional collaboration
- Stakeholder Communication
- Team leadership
Personal Information
- Title: Product Support Manager | Customer Support Operations Leader
- Availability: Open to Relocation/Hybrid
KEY PERFORMANCE HIGHLIGHTS
- Title: Product Support Manager | Customer Support Operations Leader
- Availability: Open to Relocation/Hybrid
Languages
Tamil
First Language
English
Proficient
C2
Timeline
Associate Director – Customer Experience
Kapture CX
06.2026 - 07.2026
Enterprise TAM / Team Lead – AI/ML Bots
Freshworks
01.2023 - 12.2025
L2 Support Engineer – AI/ML Bots
Freshworks
01.2020 - 12.2022
Product Specialist – Freshdesk
Freshworks
04.2018 - 12.2019
Technical Support Engineer
Movate (CSS Corp)
09.2016 - 04.2018
Bachelor of Engineering - Electronics & Instrumentation
Anna University