Thoughtspot Support

Managed and led a team of six customer support professionals.
Mentored team members to enhance their individual and collective performance. Created detailed onboarding plans for new
team members.
Set Key Performance Indicators (KPIs) to measure and improve team performance. Conducted regular performance reviews
and provided actionable insights.
Role: Team Management, Mentoring, Escalation Handling, Process Development
Handled escalations and ensured timely resolution of complex customer issues.
Developed and implemented efficient processes to improve workflows.
Launched Slack Support for real-time communication, improving response time and issue resolution. Collaborated with crossfunctional teams to address customer needs effectively.
Established and maintained positive relationships with key stakeholders.
Developed and refined customer support strategies to enhance customer retention.
Over-seen the creation of Knowledge Base articles to empower the team.
Resolving complex issues, implementing efficient processes, and fostering positive stakeholder relationships.
Mobile: +91 9528740864
Results-oriented Customer Support Manager with a track record of leading teams to deliver exceptional service. Proven expertise in
Provided expert consultation on configuring tools to align with organization needs and enhance operational efficiency.
Assumed ownership and administration of key internal tools, including Intercom, Thena, Guru, and Asana.
Proactively monitored and optimized the performance of these tools to elevate overall system efficiency.
Collaborated with vendor support and internal IT teams to troubleshoot issues promptly, ensuring seamless tool functionality.
Implemented and maintained robust access controls, user permissions, and system configurations for enhanced tool security.
Managed data integrity within the tools, guaranteeing accuracy, consistency, and compliance with relevant policies.
Generated and analyzed insightful reports across Intercom, Thena, and Guru, extracting valuable information on team
performance and customer interactions.
Cultivated positive relationships with vendors through consistent feedback and staying abreast of updates and roadmap
plans. Developed and curated comprehensive documentation, fostering knowledge sharing within the team.