Sep 2024 – Present · 1 yr 6 mos

Feb 2017 – Sep 2024 · 7 yrs 7 mos

• Led the development and implementation of a comprehensive customer support process, including selection and setup of a ticketing system (Freshdesk) and establishing of clear workflows.
• Built a high-performing customer support team of 15 executives through strategic talent acquisition and comprehensive training programs, resulting in a 10% in customer satisfaction scores.
• Developed a micro-service and custom Freshdesk Apps to integrate the ticketing system with internal APIs, improving data flow and operational efficiency.
• Cross-Functional Collaboration:
• Analyze and debug customer-reported bugs to identify root causes and provide actionable insights to development and QA teams. This collaboration resulted in a significant reduction in development and QA effort required to resolve production issues.
• Partnering with the product, Development and Growth team by providing valuable insights and feedback on customer needs, contributing to strategic decision-making and reviewing PRDs.
• Optimize app presence on Google Play and improve ranking by collaborating with SEO team.
• Collaborate with Legal and Product teams to ensure all apps adhere to industry regulations and policies.
• Managing Google Cloud resources for optimal performance, scalability, and cost-effectiveness.
• Co-owned the app publishing on Google Play and other OEM stores, including submissions, updates, and ensuring compliance with policies.