Tuheena Ray
Senior Customer Support Specialist
Hyderabad
Work Preference
Summary
Results-driven Support Operations leader with expertise in building and scaling global support frameworks in SaaS environments. Directs end-to-end strategy, tech optimization, and workflow automation while managing high-stakes escalations. Translates customer feedback into actionable product roadmaps, ensuring operational continuity during transitions. Recognized for aligning technical execution with customer growth strategies.
Overview
10
10
years of professional experience
Work History
Senior Customer Support Specialist (Director-Level Scope)
Quantum Workplace
01.2026 - Current
- Managed legacy Assembly support operations post-acquisition, ensuring sustained 82%+ CSAT and customer satisfaction during transition.
- Mentored Quantum Workplace support team on Assembly's systems and processes, enhancing team's capability to foster strong customer relationships.
- Documenting critical support workflows to ensure seamless knowledge transfer and business continuity.
- Served as internal voice of customer, escalating product gaps and customer sentiment to leadership to drive strategic improvements.
Senior Product Support Specialist
Assembly
01.2022 - 01.2025
- Operating at Director-track scope, overseeing end-to-end support strategy, tech stack optimization, and global customer experience frameworks within a high-growth SaaS ecosystem.
- Architected and scaled the global customer support function from 0→1, managing a diverse portfolio of 300+ enterprise and SMB accounts.
- Designed high-impact support infrastructure, optimizing workflows, escalation protocols, and technical troubleshooting processes for peak efficiency.
- Owned support operations strategy, driving customer experience excellence through continuous process refinement and systems leadership.
- Secured elite performance benchmarks with 88-100% CSAT by implementing proactive support models and workflow automation.
- Optimized a comprehensive tech stack including Gleap, Jira, Linear, Retool, Tremendous, SendGrid, Merge, Tango, Confluence, and Intercom.
- Directed vendor transitions and tooling decisions, including migration from Intercom to Gleap and deployment of Tremendous workflows, enhancing support capabilities.
- Acted as a high-level cross-functional liaison between customers, Product, and Engineering to accelerate resolution times and enhance product quality.
- Synthesized customer feedback into actionable insights, bridging product gaps and influencing the long-term operational roadmap.
- Managed high-stakes escalations and incident response, ensuring organizational alignment and transparent communication during critical outages.
- Developed comprehensive help center and self-service initiatives, significantly increasing adoption and reducing inbound ticket volume.
- Spearheaded customer advocacy and review strategy across G2, Gartner, and Capterra, elevating global brand credibility and customer engagement.
- Maintained operational continuity post-acquisition by Quantum Workplace, leading the integration of support workflows and customer relationships.
Customer Success Associate
Instahyre
10.2021 - 04.2022
- Managed customer success lifecycle, enhancing onboarding, relationship management, and proactive support.
- Coached customers on product adoption and implemented best practices for talent acquisition, improving user engagement.
- Identified customer challenges and collaborated with the Product team on resolution and improvement.
- Handled Intercom communications and coordinated technical escalations with engineering team to resolve customer issues promptly.
Team Lead - Inside Sales
DataTrained
Noida
10.2020 - 03.2021
- Guided and mentored inside sales team, setting targets and tracking KPIs while coaching on processes and best practices to drive team effectiveness.
- Delivered platform demos and onboarding sessions for new enterprise and SMB clients, ensuring a smooth transition and effective use of the platform.
- Managed client onboarding and relationship management, resolving issues to enhance client satisfaction.
Senior Analyst - Learning and Development
Ask IT Solutions Ltd
Hyderabad
06.2018 - 03.2020
- Trained multiple batches of support professionals on tools, processes, and customer service standards.
- Acted as primary onboarding contact, facilitating seamless communication between clients and internal teams to streamline onboarding process.
- Managed client relationships, coordinating requirements between clients and sales teams to enhance service delivery.
- Created and maintained support documentation to improve user experience and reduce repeat queries.
- Developed internal communications strategy aligned with organisational objectives to improve information flow.
Social Media Marketing Executive
Buland Publication & Media Pvt Ltd
New Delhi
12.2017 - 05.2018
- Developed and executed social media strategy, created engaging content, and analyzed campaign performance to enhance audience engagement.
- Led team of copywriters and content creators by assigning tasks, reviewing outputs, and monitoring performance metrics to ensure quality and alignment with goals.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Associate - Customer Service
Fidelity International
Gurgaon
09.2016 - 12.2017
- Managed customer investment portfolio inquiries, coordinating effectively with Financial Advisors and plan managers to ensure accurate and timely responses.
- Handled technical escalations, coordinating resolution across CRM systems (MCWS, AS400, GPHAS, CCWS, PIWS, ISAWS, XTRAC) to minimize downtime and enhance user experience.
- Collaborated with cross-functional teams on international customer experience improvement initiatives, contributing to enhanced service delivery.
Education
M.A. - English Literature
Jamia Millia Islamia
DelhiB.A. - English Literature
Atma Ram Sanatan Dharma College
DelhiSkills
- Support Operations
- Performance metrics management
- Customer service excellence
- Voice of Customer (VOC)
- Incident Escalation & Crisis Response
- Escalation management
- Onboarding & Adoption
- Support Strategy & Roadmap
- Workflow Automation & Process Design
- Cross-Functional Collaboration
- Vendor & Tooling Management
- Intercom
- Process automation
- Jira
- Crisis management
- Zapier
- Confluence
- Figma
- Gleap
- SendGrid
- Mergedev
- Stripe
- FileZilla
- SharePoint
- User Feedback Tools
- Tremendous
- Slack
- Troubleshooting processes
- Documentation management
- Product Feedback Synthesis
- Problem solving
- Team Training & Mentorship
- Team mentoring
- CRM systems management
- Voice of Customer advocacy
- Relationship management
- Customer relationship management
- Product feedback synthesis
- Customer experience strategy
- Customer advocacy
Languages
- Hindi (Fluent)
- Bengali (Fluent)
- English (Fluent)
- Hindi (Fluent)
- Bengali (Fluent)
Personal Information
Title: Director of Support Operations
Remote
True
Tools And Platforms
- Intercom
- HubSpot
- Jira
- Linear
- Zapier
- Confluence
- Figma
- Gleap
- SendGrid
- Merge.dev
- Stripe
- FileZilla
- SharePoint
- Tango
- Tremendous
- Slack
- CRM Systems (MCWS, AS400, GPHAS, CCWS, PIWS, ISAWS, XTRAC)
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Timeline
Senior Customer Support Specialist (Director-Level Scope)
Quantum Workplace
01.2026 - Current
Senior Product Support Specialist
Assembly
01.2022 - 01.2025
Customer Success Associate
Instahyre
10.2021 - 04.2022
Team Lead - Inside Sales
DataTrained
10.2020 - 03.2021
Senior Analyst - Learning and Development
Ask IT Solutions Ltd
06.2018 - 03.2020
Social Media Marketing Executive
Buland Publication & Media Pvt Ltd
12.2017 - 05.2018
Associate - Customer Service
Fidelity International
09.2016 - 12.2017
M.A. - English Literature
Jamia Millia Islamia
B.A. - English Literature
Atma Ram Sanatan Dharma College