Summary
Overview
Work History
Education
Skills
Timeline
Generic
Surya Kumar

Surya Kumar

Lead - Customer Support
Chennai

Summary

Results-driven Head of Support and Technical Account Manager with expertise in customer support, product specialization, and technical account management. Successfully built and scaled the support function from the ground up, managing global customers and ensuring seamless technical integrations. Skilled in stakeholder management, SLA/KPI implementation, and automation to optimize support efficiency. Strong product knowledge enables effective troubleshooting, proactive customer engagement, and cross-functional collaboration while driving customer success, enhancing support processes, and building high-performing teams.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Senior Product Specialist

Growfin.ai
Chennai
04.2024 - Current
  • Built the support team from the ground up and managed global operations.
  • Established scalable processes to streamline workflows and improve efficiency.
  • Handled global customers as the company scaled from $0.5M to $2M in revenue.
  • Developed escalation processes and improved response times for better customer experience.
  • Defined and implemented SLAs and KPIs to measure team performance.
  • Ensured adherence to response and resolution time commitments.
  • Integrated multiple tools to automate workflows and enhance support efficiency.
  • Built a robust Helpdesk from scratch, optimizing ticketing and self-service systems including the Knowledge Base and Customer portal.

Senior Product Support Engineer

FourKites, Inc
Chennai
02.2024 - 03.2024
  • Tested completed projects for functionality and implemented process improvements.
  • Acted as SPOC for European Enterprise clients, managing key accounts.
  • Built custom scripts and developed presentations for stakeholders.
  • Led and mentored support engineers and operational teams.
  • Resolved critical customer issues, ensuring retention and satisfaction.
  • Bridged product development and research, prioritizing key feedback.

Associate Product Support Specialist

FourKites, Inc
08.2021 - 05.2022
  • Managed and resolved product-related support tickets, ensuring timely issue resolution.
  • Collaborated with internal teams to escalate and address complex customer concerns.

Product Specialist

Freshworks
06.2018 - 08.2021

Education

B.E - Electrical And Electronics Engineering

Jerusalem College of Engineering
09.2012 - 05.2016

Skills

Escalation handling

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Timeline

Senior Product Specialist

Growfin.ai
04.2024 - Current

Senior Product Support Engineer

FourKites, Inc
02.2024 - 03.2024

Associate Product Support Specialist

FourKites, Inc
08.2021 - 05.2022

Product Specialist

Freshworks
06.2018 - 08.2021

B.E - Electrical And Electronics Engineering

Jerusalem College of Engineering
09.2012 - 05.2016
Surya KumarLead - Customer Support