Looking for a job

Aman Singh

@amansingh41

I lead enterprise SaaS support and customer-success teams, turning escalations into scalable automation and customer-health operations.

India

Message

What I'm looking for

I'm looking to lead enterprise SaaS support and customer-success operations, using escalations, automation, AI, and customer-health insights to improve retention and customer outcomes.

At Fello, I lead a 15-person support and customer-success team across technical support, onboarding, and account engagement. I build account-health, churn-risk, escalation, and reporting workflows that help teams intervene proactively.

Previously at Rippling and Vimeo, I resolved enterprise authentication, API, integration, video delivery, and streaming issues. I reduced video-delivery incidents by 40%, reduced recurring support tickets by 25%, and maintained 98%+ SLA adherence while managing 40+ enterprise cases weekly.

I've also built AI support projects including an Escalation Copilot and Silent Outage Detector using Python, LLMs, RAG, FAISS, and LangChain. I enjoy turning recurring customer pain points into playbooks, automation, product feedback, and durable improvements.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience & Value Manager

Current

Fello

Mar 2025 - Present (1 year 6 months)

Lead a 15-person support and customer-success team, overseeing coaching, performance management, and workload distribution. Established HubSpot-based account-health and churn-risk monitoring, standardized escalation workflows, and built knowledge-base content and reporting dashboards.

Team Leadership Customer Success Operations Escalation Management HubSpot Customer Health Monitoring Churn Risk Management Knowledge Base Reporting Dashboards

Senior Technical Support Specialist

Rippling

Jul 2022 - Mar 2025 (2 years 8 months)

Managed 40+ concurrent enterprise support cases weekly with 98%+ SLA adherence. Owned resolution of SAML/SSO, MFA, SCIM, and identity-management issues, investigated complex REST API and integration issues, and delivered knowledge-transfer sessions and runbooks.

SAML SSO MFA SCIM REST APIs API Troubleshooting Log Analysis Root Cause Analysis Knowledge transfer Run Books

Senior Technical Support Specialist

Vimeo

May 2021 - Jun 2022 (1 year 1 month)

Supported enterprise customers on video delivery, uploading, embedding, and live streaming issues. Reduced video-delivery incidents by 40% through analysis of HAR files and logs, and created knowledge-base articles and technical documentation.

Video Delivery Harmonic Analysis Troubleshooting Knowledge Base Technical Documentation Product Feedback

Senior Operations Executive

Swiggy

May 2018 - Dec 2019 (1 year 7 months)

Managed 50+ daily operational exceptions, coordinating resolution across fleet, merchant, and customer-support teams within SLA windows. Identified recurring operational issues and contributed to standardized resolution workflows.

Operations Management SLA Management Stakeholder Coordination Process Improvement

Senior Escalations Executive

Aegis

Dec 2016 - Apr 2018 (1 year 4 months)

Managed high-priority customer escalations and acted as a customer advocate during complex service incidents. Maintained 85%+ first-call resolution while supporting a 100+ seat operation.

Escalation Management Customer Advocacy First Call Resolution Troubleshooting

Education

Degrees, certifications, and relevant coursework

IBM

Professional Certificate, Generative AI Engineering

Completed the IBM Generative AI Engineering Professional Certificate in 2026, covering LLMs, prompt engineering, RAG pipelines, and AI application development.