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Asis Kharbanda

@asiskharbanda

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I resolve complex SaaS support issues across APIs, SSO, integrations, and customer communities.

India

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What I'm looking for

I'm looking for a customer support or support operations role where I can solve complex SaaS issues, improve support workflows through automation and documentation, and collaborate closely with Product and Engineering.

At Storyblok, I manage complex technical and operational support cases across APIs, SSO, integrations, payments, billing, user management, and platform configuration. I own high-priority issues through resolution, including video calls with premium and enterprise customers.

I've maintained 90%+ CSAT across ticketing and live chat while supporting the Storyblok Discord community. I also partner with Product and Engineering to turn customer feedback and well-documented Jira investigations into product improvements.

Previously at Easyship, I handled SaaS and eCommerce support across billing, orders, shipping, webhooks, authentication, and Shopify, WooCommerce, and Wix integrations. I improved support operations by leading a Freshdesk-to-Zendesk migration, building Zapier workflows, and reducing first-response times.

Across customer support and customer success roles, I bring empathetic communication, practical troubleshooting, and a focus on reducing recurring customer friction through stronger documentation, automation, and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Support Operations Specialist II

Storyblok

May 2025 - Aug 2026 (1 year 3 months)

Managed complex technical and operational inquiries, APIs, SSO, integrations, payments, user management, billing, and platform configuration, owning cases from investigation through resolution. Maintained 90%+ CSAT and collaborated with Product and Engineering to escalate feedback and drive improvements.

Zendesk APIs SSO Jira Grafana Notion Discord Slack Automation Macros Documentation Customer Support CSAT SLA Community Support

Customer Experience Specialist

Easyship

Jan 2023 - Feb 2025 (2 years 1 month)

Handled Live Chat, Email, and Phone support across accounts, billing, orders, and shipping, achieving 94.80% CSAT. Owned complex SaaS and eCommerce issues end-to-end, diagnosing API, webhook, and authentication issues across Shopify, WooCommerce, and Wix integrations.

Zendesk Freshdesk Jira Loom Confluence Zapier Shopify WooCommerce Wix APIs Webhooks Authentication CSAT Escalation Management Training Onboarding 360Learning Notion

Customer Success Associate

Fello

Jan 2022 - Jan 2023 (1 year)

Provided customer support across accounts, transactions, and product-related queries while delivering empathetic, customer-focused resolutions. Investigated and troubleshot customer issues, escalating technical cases cross-functionally and identifying recurring problems.

Customer Support Troubleshooting Escalation Management Cross Functional Collaboration

Customer Relationship Management Specialist

CashKaro.com

Jan 2021 - Jan 2022 (1 year)

Resolved high-volume customer inquiries involving accounts, cashback, payments, orders, and transaction-related issues, delivering clear, empathetic, and customer-focused resolutions. Identified recurring support trends and escalated complex cases to internal teams, contributing to workflow improvements.

Customer Support CRM Troubleshooting Escalation Management Workflow Improvement

Education

Degrees, certifications, and relevant coursework

University of Delhi

BA (Hons), Political Science

2018 - 2022

Pursued a Bachelor of Arts with Honours in Political Science, developing analytical and research skills.

London School of Economics and Political Science

Certificate, Consumer Behaviour

2020 - 2020

Grade: A

Explored the psychological and social factors that shape customer decisions through real-world case studies on motivation, perception, and loyalty, focusing on customer-centric strategies and experiences across the buyer journey. Achieved a Grade A.