Summary
Overview
Work History
Education
Skills
Awards Recognition
Skills
Timeline
Generic

Shubham Mishra

Bengaluru

Summary

SaaS-focused customer support and onboarding specialist with 4+ years of experience supporting large agency clients. Proven success in handling escalations, streamlining onboarding processes, and driving customer satisfaction. Recognized for leadership, client relationship building, and technical problem-solving.

Overview

6
6
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Senior Customer Support Specialist

InsuredMine
09.2024 - Current
  • From Junior Support role to manage escalated support operations, with a focus on email-based client communications.
  • Lead a team of 3 Customer Support Specialists, assigning tasks, monitoring performance, and ensuring SLA adherence.
  • Oversaw account-level troubleshooting across AMS-CRM integrations and guided clients through technical workflows.
  • Collaborated cross-functionally with onboarding, sales, and product teams to ensure cohesive client support experience.
  • Analyzed support ticket trends and created process improvements that reduced repeat tickets by over 20%.

Client Onboarding Manager

InsuredMine
09.2023 - Current
  • Lead the end-to-end onboarding process for mid to large-size insurance agencies using InsuredMine's SaaS CRM platform
  • Supervised and mentored one onboarding executive, delegating tasks and ensuring consistent progress across projects
  • Acted as the primary liaison between clients, product teams, and developers to ensure smooth AMS integrations with systems like AMS360, Applied Epic, and NowCerts.
  • Troubleshot and resolved integration issues, working cross-functionally to ensure minimal go-live delays.
  • Improved onboarding turnaround time by 25% by developing reusable process templates and checklists.

Customer Support

InsuredMine
09.2022 - 01.2024
  • Assisted clients with troubleshooting, product navigation, integration guidance, and account configuration.
  • Escalated unresolved or technical queries to Level 2 support and collaborated for timely resolutions.
  • Maintained a 95%+ CSAT Score by delivering fast, empathetic, and accurate support responses.
  • Documented FAQs and client pain points to help improve product documentation and onboarding journeys.
  • Contributed to reducing first-response time through template optimization and proactive messaging

Client Onboarding

InsuredMine
05.2021 - 08.2023
  • Facilitated client onboarding for InsuredMine's CRM solution, ensuring smooth handoff from the sales team and alignment with implementation goals.
  • Coordnated with clients to gather documentation, credentials, and access required for third-party integrations.
  • Addressed early-stage technical questions and routed complex issues to the support or dev teams.
  • Tracked onboarding progress through CRM tools and ensured clients met their go-live milestones.
  • Created knowledge base content and onboarding materials to support self-service and repeatable onboarding.

Relationship Manager

Motilal Oswal Financial Services
09.2020 - 04.2021
  • Advised clients on financial planning and investment strategies.
  • Maintained communication and portfolio updates for clients.
  • Achieved 40% customer retention rate through relationship building.

Business Development Manager

Fab Hotels
06.2019 - 08.2019
  • Built vendor relationships and secured business deals to drive sales.

Education

MBA - Marketing And Finance

Presidency University
Bengaluru, India
01.2018 - 01.2020

BBA - Marketing

Tripude Institute of Management And Education
Nagpur, India
01.2015 - 01.2018

Skills

  • Ticketing
  • Escalation Management
  • Intercom
  • Email support
  • Onboarding
  • Client Relationship Management
  • Advising

Awards Recognition

  • Emerging Leader Award, 2024, InsuredMine
  • Best Service Award, 2023, InsuredMine
  • Recognized as “Pillar of InsuredMine”, 2022
  • Multiple recognitions from leadership team for performance excellence

Skills

Ticketing, Escalation Management, Intercom, Email support, Onboarding, Client Relationship Management, Advising, Leadership, Decision-Making, Microsoft Excel, CRM Integrations, AMS, Sales Support, Zapier

Timeline

Senior Customer Support Specialist

InsuredMine
09.2024 - Current

Client Onboarding Manager

InsuredMine
09.2023 - Current

Customer Support

InsuredMine
09.2022 - 01.2024

Client Onboarding

InsuredMine
05.2021 - 08.2023

Relationship Manager

Motilal Oswal Financial Services
09.2020 - 04.2021

Business Development Manager

Fab Hotels
06.2019 - 08.2019

MBA - Marketing And Finance

Presidency University
01.2018 - 01.2020

BBA - Marketing

Tripude Institute of Management And Education
01.2015 - 01.2018

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Shubham Mishra