Kiran Sharma

Operations Associate

Bengaluru, Karnataka, India12 yrs 8 mos experience

Highly StableAI Enabled

Key Highlights

Scaled customer support team to over 50 members.
Achieved customer satisfaction ratings above 98%.
Revamped onboarding process, reducing time to productivity.

Stackforce AI infers this person is a SaaS customer support leader with expertise in operational excellence and team scaling.

Contact

Skills

Core Skills

Customer Support EngineeringTeam ScalingOperational Excellence

Other Skills

AI ImplementationAmazon Web Services (AWS)Application SupportAutomationBusiness InsightsBusiness Intelligence (BI)Business Process ImprovementChange ManagementChange RequestsClient CommunicationCloud ApplicationsCloud TechnologiesCore JavaCustom ApplicationsCustom Reports

About

Results-oriented leader with a proven ability to deliver exceptional customer experiences and drive operational excellence. Extensive experience building and scaling global technical support organisations across diverse industries (SaaS/on-prem). Demonstrated expertise in leveraging data-driven insights to optimise service delivery, enhance product quality, and achieve sustainable growth. Proven track record of fostering a customer-centric culture, building and leading high-performing teams, and delivering measurable results. Recognised for leadership skills, detail-oriented outlook, customer relations, process management, and strategic initiatives. Leading a team that delivers 24x7 technical support for the SaaS/on-prem product offering. Biased for action, focused on WHY and proud to be leading from EQ :)

Experience

12 yrs 8 mos

Total Experience

3 yrs 9 mos

Average Tenure

1 yr 5 mos

Current Experience

Kong inc.

Senior Manager, Technical Support Engineering

Jan 2025 – Present · 1 yr 5 mos · Bangalore Urban, Karnataka, India · Hybrid

- Building India Tech Support

Fivetran

Senior Manager, Customer Support Engineering

Oct 2019 – Jan 2025 · 5 yrs 3 mos · Hybrid

Scaled the team from 2 to 50+ in the APAC region to provide high-resolution support to 8000+ customers globally, achieving CSAT > 98%
Revamped the hiring and onboarding process to find the right fit for the org and implemented a self-serve onboarding and skill set plan, reducing ready-for-production time from 3 months to 45 days.
Implemented a 24X7 rotational shift model to provide technical customer support across the globe
Build end-to-end support processes, operational excellence, health metrics, monitoring, framework and strategies to support the hyper-growth and scalability
Led key projects leading to increase the overall efficiency in terms of product, process and people to bring value-add
Leveraging AI to boost team's efficiency
Proficient in SQL, Looker report building, Data analysis, Cloud technologies, Database performance, Log analysis, and building custom internal applications to increase team efficiency.

Customer Support EngineeringTeam ScalingHiring Process RevampOperational ExcellenceAI ImplementationSQL+4