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Anuja Nimbalkar

@anujanimbalkar

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Senior Product Support Specialist with a passion for customer experience.

India

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What I'm looking for

I am looking for a role that values collaboration and innovation, where I can further enhance customer experiences and drive process improvements.

I am a Senior Product Support Specialist with over 6 years of experience in empowering B2B and B2C SaaS startups. I thrive in fast-paced, distributed team environments, tackling complex challenges and turning them into simple, effective solutions. My passion lies in building streamlined support teams and processes that deliver outstanding customer experiences and drive business success.

In my current role at PeopleGrove, I efficiently manage and resolve a high volume of support tickets, maintaining exceptional customer satisfaction scores. I have streamlined internal support processes using AI, improving efficiency and reducing response times significantly. My collaborative approach with Customer Success Managers, Product, and Engineering teams ensures seamless product delivery and issue resolution. I actively conduct knowledge-sharing sessions and lead training initiatives to upskill team members, demonstrating my commitment to continuous improvement and excellence in customer support.

Experience

Work history, roles, and key accomplishments

Current

Senior Product Support Specialist

Current

PeopleGrove

Jan 2024 - Present (1 year 7 months)

Efficiently managed and resolved a high volume of support tickets, addressing bugs, technical challenges, and product inquiries, solving 40+ tickets/week and maintaining exceptional personal satisfaction scores (CSAT) of 99%. Streamlined internal support processes, workflows, and support documentation with AI to improve efficiency and reduced first response and resolution times by 25%.

Customer Experience Technical Support Process Improvement AI Data Imports Cross Functional Collaboration Training QA

Product Support Specialist

CoinTracker

Aug 2022 - Present (3 years)

Provided Tier 2 support for premium users for crypto taxes and crypto portfolio products, with an average solve rate of 75 high-complexity tickets a week on Zendesk. Conducted in-depth investigation of product issues, filing bug reports, managing public feedback boards, initiating process improvements, and collaborating cross-functionally with product, engineering, marketing, and partnerships team

Crypto Taxes Zendesk Bug Reporting Process Improvement Cross Functional Collaboration Technical Support Documentation

Customer Support Specialist

OysterHR

Jan 2022 - Present (3 years 7 months)

Specialised in finance and platform support for customers, employees, employment partners (EORs) and internal teams. Owned issues from the first report, investigation to resolution within established SLAs, solving 40+ tickets/week and maintaining satisfaction scores of 85%+.

Finance Platform Support SLA Management Customer Satisfaction Cross Functional Collaboration Invoicing Accounting Technical Support

Product Support Associate

Aula Education

Jan 2021 - Present (4 years 7 months)

Delivered Tier 1 and 2 technical support across a wide range of product areas while consistently achieving above industry-standard SLAs (FTR < 30 minutes) and satisfaction scores (94%+) as a Zendesk admin. Designed, implemented and owned new internal processes, workflows, automation and projects to increase efficiency.

Tier 1 Support Technical Support Zendesk SLA Management Customer Satisfaction Process Automation Workflow Optimization Training

Customer Support Specialist

Clara Labs

Apr 2018 - Present (7 years 4 months)

Provided efficient first-line technical support via Zendesk with a high degree of customer service satisfaction including triaging and queue management. Collaborated cross-team for technical issues from first report to resolution, testing, reviewing and providing feedback on new features for product development.

Technical Support Zendesk Customer Service Triage Queue Management