Shreyas Hegde
Bengaluru
Summary
Detail-oriented team player with strong leadership skills, and 9 years of industry experience. Ability to handle multiple projects simultaneously, with a high degree of accuracy. Excellent reputation in providing customer service to all stakeholders.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead, Customer Support - U.S. Taxation and Filings
Rippling
06.2024 - Current
- Managed high-visibility escalations, handling 30+ from November 2024 to March 2025—collaborating with TAMs, AMs, and, in many cases, deescalating churn-risk clients.
- Addressed 25% of over 3,500 Reverse Swarm requests between December 2024 and March 2025.
- Hosting daily office hours to address the issues and concerns of team members related to SFDC Cases.
- Incident Management:
- Served as the point of contact between Support and Engineering, collaborating with the Engineering and Account Management teams to address and resolve escalated incidents.
- Managed task assignments and case delegation for outbound client communications regarding incidents.
- Spearheaded support team action during major incident resolutions, including the SVB collapse and IRS address issue, including drafting client communications and maintaining support FAQs.
- I mentored and trained the last three batches of new hires (30 total) for the tax team. Regularly conducted shadow sessions with underperforming individuals to provide guidance for performance improvement. Provided regular updates on individuals' progress to their supervisors. Performed quality checks on SFDC cases and provided feedback to individuals.
Senior Specialist, Customer Support
Rippling
11.2022 - 05.2024
- Top performer in the Payroll team, excelling in case counts, quality, and C-SAT metrics. Assisted clients via chat, email, and Zoom.
- Hosted office hours, reverse-swarmed cases, trained new hires, provided cross-training, triaged JIRAs, and collaborated with engineering.
- Closed 100+ NFE JIRAs, reducing dependency on engineering.
- Created Confluence pages to assist teammates in addressing the year-end case count spike.
- An expert in U.S. tax calculations assisted engineering with tax-related JIRA debugging.
Specialist, Customer Support
Rippling
09.2021 - 10.2022
- I became a product expert within six months and started helping teammates.
- One of the top performers in the entire Payroll team, excelling in metrics such as case counts, quality, and positive C-SAT. I was assisting clients over chats, email tickets, and Zoom calls.
Specialist, Customer Support
Zenefits
04.2020 - 08.2021
- Assisted clients via email with payroll, tax, time and attendance, time off, and insurance issues.
- Trained and mentored new hires. Supervised two Custom Support Advisors, including one-on-one meetings to review metrics, provide feedback, and guide their development.
- Managed the queue and allocated work during high-volume periods.
- Collaborated with the engineering team to enhance the product by reporting bugs, and providing feedback.
Advisor, Customer Support
Zenefits
06.2019 - 03.2020
- Provided email support for Payroll, Tax, Time & Attendance, Time Off, and Insurance. Received multiple awards for consistent top performance, while collaborating with the engineering team to resolve JIRAs.
Digital Interaction Executive (L3)
24/7.ai || Client: Capital One Bank
04.2019 - 05.2019
- Handled escalations, fraud cases and trained new hires.
Digital Interaction Executive (L2)
24/7.ai
04.2018 - 03.2019
- Handled high valued clients, complex cases and trained new hires.
Digital Interaction Executive (L1)
24/7.ai
11.2016 - 03.2018
- Assisted clients via chat on credit card and digital banking issues. Top performer with multiple awards and a record of 145 chats handled in a day.
Education
Bachelor of Computer Application -
Alva's College
Mangalore06.2016
Skills
- Customer support
- Product operations
- Confluence/JIRA
- US Payroll
- US tax
- Employee training
- Leadership skills
- Escalation/Incident Management
Certification
- Zenets Certified Professional
- Rippling Certified - Payroll Administrator
Timeline
Lead, Customer Support - U.S. Taxation and Filings
Rippling
06.2024 - Current
Senior Specialist, Customer Support
Rippling
11.2022 - 05.2024
Specialist, Customer Support
Rippling
09.2021 - 10.2022
Specialist, Customer Support
Zenefits
04.2020 - 08.2021
Advisor, Customer Support
Zenefits
06.2019 - 03.2020
Digital Interaction Executive (L3)
24/7.ai || Client: Capital One Bank
04.2019 - 05.2019
Digital Interaction Executive (L2)
24/7.ai
04.2018 - 03.2019
Digital Interaction Executive (L1)
24/7.ai
11.2016 - 03.2018
Bachelor of Computer Application -
Alva's College
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