Scaling for exponential growth

• Scaled the support team from 6 to 50, including 10 managers, ensuring the team could meet growing ticket volumes while maintaining world-class service.

• Maintained a 96% resolution rate and 4.85 (out of 5) CSAT score by recruiting and training high-performing individuals.

• Reduced first response time from 3 business hours to less than 15 minutes by implementing a tiered support and escalation system, which also created career growth opportunities for agents.

• Developed a pod-based support model where senior agents mentored lower-tier reps, reducing knowledge gaps and fostering team growth.

• Created a dedicated billing team, cutting refund requests by 49% and improving dispute resolution.

• Introduced AI-driven self-service solutions, increasing self-service rate by 44.5% and saving the company ~$67K annually.

• Designed a Developer Support Specialist role to handle technical API inquiries, enabling seamless integrations with third-party platforms.

Building from scratch

• Hired and structured four teams: Customer Support, Knowledge Management, Customer Success, and Community—supporting 11K+ global customers.

• Reduced first response time to 55 minutes with a 96% satisfaction rate, leveraging automation and efficient workflows.

• Spearheaded the Knowledge Management function, launching a customer-focused Help Center and internal L&D program.

• Launched an AI-powered chatbot to improve first-contact resolution and reduce reliance on human agents.

• Migrated the customer community from an invite-only Slack group to an open online platform, driving higher engagement and brand advocacy.

• Developed data-driven reporting for the Board of Directors to refine CX strategy and optimize resource allocation.