Rohit Das — Co-Founder

I’m a customer-focused professional with experience at the intersection of Customer Support, Customer Experience, and Operations within SaaS environments. In my current role as a Senior Customer Support Specialist at Pointerpro, I go beyond traditional support by working closely with enterprise clients, cross-functional teams, and leadership to solve complex problems, improve processes, and enhance the overall customer experience. I’ve supported and managed relationships with global organisations, including Uber, Deloitte, AstraZeneca, BNP Paribas, Capgemini, and Gartner, helping them navigate platform setup, integrations, and technical challenges while ensuring a high standard of service. My work sits at the crossroads of technical troubleshooting, customer communication, and operational improvement. I regularly collaborate with Product, Engineering, and Customer Success teams, translating customer needs into actionable insights and scalable solutions. Key areas I focus on: Customer support for complex SaaS platforms (setup, integrations, troubleshooting) Workflow design, process optimisation, and support operations Cross-functional collaboration with Product, Engineering, and Leadership Managing escalations and improving customer experience for enterprise clients Building and testing automation and AI-driven solutions for support efficiency I’ve also led several internal initiatives, including: Migrating support systems from Intercom to HubSpot and implementing Help Desk workflows Defining SLAs and KPIs to improve team performance and accountability Designing automation workflows using tools like Zapier, Make, and APIs Introducing AI solutions to enhance support processes and product capabilities Technically, I’m comfortable working with APIs, webhooks, and integration tools, allowing me to bridge the gap between customers and technical teams effectively. I’m currently exploring opportunities in: Customer Experience | Customer Success | Customer Operations | Support Strategy If you're looking for someone who can combine customer empathy, technical understanding, and operational thinking, I’d be happy to connect.

Stackforce AI infers this person is a SaaS Customer Support Specialist with strong operational and technical skills.

Location: Antwerp, Belgium

Experience: 8 yrs