Jan 2024 – Apr 2025 · 1 yr 3 mos · Remote

• Spearheaded a new add-on SaaS product (Workato) focused on automation that generated a large amount of ARR managing over 50+ clients across APAC, Europe, and LATAM regions through self-training and independent execution.
• Trained and mentored 30+ interns in product knowledge, automation, customer success roles, and chat support, achieving a 99% customer satisfaction rate.
• Designed and implemented 1000+ client-specific automations using Workato, Zapier & more enhancing productivity and delivering measurable value to their processes.
• Developed expertise in integrating with diverse APIs, enabling sophisticated workflow automations.
• Trained a new intern to become an automation expert within 3 months, reinforcing team capabilities.
• Automated internal workflows to streamline company processes, driving operational efficiency.
• Maintained a 99% customer retention rate, ensuring sustained Monthly Recurring Revenue (MRR) and Annual Recurring Revenue (ARR).
• Created a structured learning path for new hires, reducing ramp-up time and boosting productivity within their first quarter.
• Proposed and executed strategies to scale the SaaS product offering, improving onboarding, support processes, and product stickiness.
• Delivered a 45% increase in operational efficiency by implementing internal workflow automation and an AI Bot for Intercom, streamlining repetitive tasks and freeing up resources for high-impact strategic initiatives.

Oct 2022 – Dec 2023 · 1 yr 2 mos · Remote

• Managed customer support for the Europe region, achieving 100% customer satisfaction with an average median response time of 20 seconds.
• Developed custom chatbots for clients using Intercom, optimizing customer interactions and support efficiency.
• Led product tours and built onboarding series using Intercom to showcase new features, driving client engagement and understanding.
• Identified bugs and collaborated with clients on Zoom calls to create detailed bug tickets, ensuring accurate reporting. Prioritized and managed support tickets through Intercom & Jira, providing timely and efficient responses to meet customer satisfaction.
• Assisted clients across LATAM, Europe, and APAC in developing advanced automations using platforms like Zapier, API integrations, and Workato, significantly boosting productivity.
• Conducted training programs and mentored 15+ global trainees, equipping them with essential skills in customer success and automation.
• Regularly participated in alpha and beta testing for new product features and bug identification, providing key feedback for improvements.

Jun 2022 – Oct 2022 · 4 mos · Remote

• Gained in-depth understanding of product features and functionality to support customer success initiatives.
• Created engaging Loom videos to simplify product education and improve user onboarding experiences.
• Managed chat support for the European region, delivering timely and effective resolutions to customer queries.
• Conducted detailed product alpha testing and user acceptance testing (UAT) to ensure high software quality and usability.

Dec 2020 – Mar 2021 · 3 mos

Dec 2020 – Mar 2021 · 3 mos

Nov 2020 – Dec 2020 · 1 mo

• Cold calling, Lead generation, Maintaining database