Looking for a job

ansar khan

@ansarkhan

I lead customer support operations and payment issue resolution across fintech, digital commerce, and platform businesses.

India

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What I'm looking for

I'm looking to lead customer support and customer experience in a fast-paced startup, partnering with Product, Engineering, and QA to improve payment flows, resolve root causes, and build scalable support operations.

I've led customer support operations across Benaka Ventures, ClassyPayments.com, Aryon Technologies, and Playin Games, resolving customer-impacting issues across wallets, payments, synchronization, and gameplay platforms.

At ClassyPayments.com, I owned customer and merchant support from launch through steady-state operations, building onboarding, support, and reporting workflows. I helped prepare support processes for a launch that generated ₹10 lakh in revenue within its first five days.

I build 24x7 support teams, SOPs, escalation flows, and training documentation while coaching associates on investigation, communication, and quality standards. I work closely with Product, Engineering, QA, vendors, and payment partners to identify root causes and prevent repeat complaints.

My technical foundation includes UPI, NetBanking, cards, wallet logic, refunds, reconciliation, manual QA, release validation, and integration troubleshooting. I translate customer feedback and business requirements into functional specifications that help teams prioritize fixes based on customer impact.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Benaka Ventures Pvt Ltd

Feb 2025 - Aug 2025 (6 months)

Served as primary escalation point for customer-impacting issues across three platforms, resolving wallet, synchronization, and gameplay complaints. Ran real-time bug triage and root-cause investigation, and built feedback loops into Product and Engineering.

Escalation Management Bug Triage Root Cause Analysis QA UPI NetBanking Cards Wallet Product Coordination Stakeholder Management

Customer Support Manager

Classy Ape Technologies LLP

Nov 2023 - Jan 2025 (1 year 2 months)

Owned customer and merchant support for a digital gift-card/payment platform from launch through steady-state operations. Built merchant onboarding, support, and reporting workflows, and acted as escalation point between customers, vendors, and payment partners.

Merchant Onboarding Escalation Management Platform and Payments Integration Testing Functional Specifications

Customer Support Manager

Aryon Technologies Pvt Ltd

Oct 2022 - Feb 2023 (4 months)

Managed a 24x7 customer support operation across Freshdesk, Freshchat, and Mobtexting. Built SOPs, escalation flows, and training documentation, and introduced structured workflows that reduced ticket resolution time and improved CSAT.

Freshdesk Freshchat Mobtexting SOPs Escalation Management Training CSAT Ticket Resolution Coaching

Customer Support Manager

Playin Games Technologies Pvt Ltd

Jan 2020 - Sep 2022 (2 years 8 months)

Led a multi-channel customer support team supporting Rummy and Poker operations. Managed shift schedules, team productivity, QA, escalations, KYC/fraud handling, and backend issue tracking.

Team Leadership Shift Management QA Escalation Management KYC Issue Tracking Product Feedback

Customer Support Representative

Online Gaming Platform

Nov 2018 - Jun 2019 (7 months)

Provided Tier 1 chat, voice, and email support for online customers. Handled wallet, login, and gameplay concerns with clear, empathetic, and timely communication.

Tier 1 Support Chat Voice support Email Support Wallet Troubleshooting Documentation