DSDebaleena Sarkar
@debaleenasarkar
Customer support and operations leader scaling teams and improving CX.
IndiaWhat I'm looking for
I am a customer support and operations leader with 8+ years of experience across fintech and e-commerce, including roles at Firstcard.app, Sezzle, and Amazon. I specialize in scaling support teams, managing escalations, building SOPs and audit frameworks, and ensuring KYC/AML and US banking compliance while improving CSAT and NPS.
I have led remote teams, owned end-to-end support operations, executed fraud and chargeback investigations, and delivered measurable process improvements such as a 30% reduction in complaint resolution time. I prioritize cross-functional collaboration, quality assurance, and building repeatable processes to deliver consistent customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Support Supervisor
Firstcard.app
Mar 2025 - Present (11 months)
Lead senior-level customer support operations across email and voice channels, acted as final escalation authority to ensure SLA adherence and regulatory compliance, and executed KYC verification and dispute resolution processes.
SEOwned end-to-end customer support operations, built the support model from scratch and improved CSAT/NPS through SOPs, agent audits, and KPI-driven performance management.
AMConducted quality audits on support tickets and workflows, coached associates to improve SLA compliance and accuracy, and delivered regular quality reports to stakeholders.
AMInvestigated seller disputes and negative feedback for the Amazon US marketplace, performed root cause analysis and coordinated cross-functionally to resolve complex cases within SLAs.
Education
Degrees, certifications, and relevant coursework
Acharya B.N. Seal College
Bachelor of Arts, Political Science
Completed a Bachelor of Arts with honours in Political Science, awarded January 2016.
St. Mary's High School, Coochbehar
Class XII, Higher Secondary Education
Completed Class XII (higher secondary) curriculum, awarded January 2012.
St. Mary's High School, Coochbehar
Class X, Secondary Education
Completed Class X (secondary) curriculum, awarded January 2010.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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