Swadeep Giri

-Led a global Customer Support team for SaaS customers, ensuring timely, high-quality responses across email, chat, and phone.

-Improved key support metrics including CSAT, FRT, FCR, ticket deflection, and SLA adherence.

-Implemented scalable processes, playbooks, and QA frameworks to enhance consistency and reduce repeat issues.

-Collaborated with Product, Engineering, CS, and TAM teams on bug fixes, feature clarifications, and escalations.

-Managed queue health by monitoring ticket trends, response quality, and accuracy.

-Leveraged Freshdesk analytics and dashboards to spot trends, reduce backlog, and improve efficiency.

- Oversee the delivery of managed services, ensuring that SLAs are met and that services are aligned with client needs

- Scaled team from 5 to 18 while maintaining service quality through structured coaching and QA programs.

- Work closely with cross-functional teams, including sales, engineering, and support, to ensure cohesive service delivery.

- Partnered with Sales team to sale more than 15 FTE contract within the year which brought more than 3 million recurring ARR.

- Identify opportunities for process optimization and implement best practices to enhance service delivery efficiency.

- Manage new project assignments and distribute the work among the team members

- Tracking of Project completion estimates, timelines and variance against estimates

- Serve as the primary point of contact for clients using Mindtickle administration services.

- Build and maintain strong client relationships, ensuring needs are met and expectations exceeded.

- Oversee managed service delivery with strict adherence to SLAs.

- Collaborate with cross-functional teams to ensure timely and successful delivery of client outcomes.

- Provide expert guidance and best practices to help clients maximize the value of the Mindtickle platform.

- Manage end-to-end implementation services, ensuring seamless integration and alignment with client goals.

- Handled complex technical issues across platform features, integrations, and configurations via email andchat.

- Delivered SLA-compliant, empathetic support in a high-volume environment.

- Collaborated with Product and Engineering to drive root-cause fixes and long-term solutions.

- Created knowledge base articles to boost self-service and reduce ticket load.

- Shared customer insights that shaped product enhancements and roadmap priorities.

- Diagnose and resolve customer issues across technical and non-technical areas, ensuring clear and timely communication.

- Create and manage Jira tickets, collaborate with Engineering on bug resolution, and provide customers with regular updates.

- Conduct weekly data integrity checks to maintain accuracy and consistency of customer data.

- Develop customized reports, conduct product/process validations, investigate data issues with RCA and CAPA, and coordinate with internal teams for resolution.

- Deliver product training to clients/partners and collaborate with Customer Success to troubleshoot and resolve platform-related issues

- Identify, research, and qualify potential clients through social media, industry events, databases, and other prospecting channels.

- Generate new business leads through targeted outreach, including cold calls, emails, and personalized engagement with prospects.