dhruv mehta
@dhruvmehta2
I build scalable global customer success and support operations.
IndiaWhat I'm looking for
At Pocket FM, I lead customer success operations across the US, LATAM, Europe, APAC, and the Middle East, supporting 10,000–11,000 monthly interactions. I manage a team of 25+ Customer Success Specialists while maintaining global SLA adherence.
I own workforce planning, queue management, ticket allocation, backlog management, SLA governance, and escalations. I use Voice of Customer insights, root cause analysis, SOPs, knowledge bases, and automation to reduce customer friction and improve support operations.
I’ve built operational dashboards in Databricks, Redash, and Google Sheets for real-time reporting on SLA, CSAT, FRT, and backlog. I also partner with Product, Engineering, Marketing, and Content teams on customer experience improvements, P0/P1 incidents, and executive escalations.
Previously at FreeKaaMaal, I led omnichannel support and launched the Gold Membership program, contributing to a 2× increase in business revenue. My experience also includes eCommerce order operations, merchant onboarding, payments, POS integration, and customer lifecycle support.
Experience
Work history, roles, and key accomplishments
Assistant Manager – Customer Success
Pocket FM
Apr 2025 - Present (1 year 4 months)
Led a team of 25+ Customer Success Specialists supporting customers across US, LATAM, Europe, APAC and Middle East while maintaining global SLA adherence. Oversee 10,000-11,000 customer interactions per month across Email, Chat, Social Media, Play Store, App Store and Web support.
Senior Associate – Customer Success
Pocket FM
Apr 2023 - Apr 2025 (2 years)
Led a team of 25+ Customer Success Specialists supporting customers across US, LATAM, Europe, APAC and Middle East while maintaining global SLA adherence. Oversee 10,000-11,000 customer interactions per month across Email, Chat, Social Media, Play Store, App Store and Web support.
Customer Support Manager
FreeKaaMaal.com (Woost Internet Pvt. Ltd.)
Dec 2022 - Mar 2023 (3 months)
Led omnichannel customer support, workforce planning and QA across all three roles. Owned SLA governance, SOP creation, and CSAT/NPS improvement initiatives.
Assistant Manager – Customer Services
FreeKaaMaal.com (Woost Internet Pvt. Ltd.)
Apr 2021 - Sep 2022 (1 year 5 months)
Led omnichannel customer support, workforce planning and QA across all three roles. Owned SLA governance, SOP creation, and CSAT/NPS improvement initiatives.
Customer Support Specialist
FreeKaaMaal.com (Woost Internet Pvt. Ltd.)
Feb 2019 - Mar 2021 (2 years 1 month)
Led omnichannel customer support, workforce planning and QA across all three roles. Owned SLA governance, SOP creation, and CSAT/NPS improvement initiatives.
Customer Support Specialist
NetTechnocrats IT Services Pvt. Ltd.
Dec 2017 - Oct 2018 (10 months)
Worked on chemistworld.com, managing order operations from processing through delivery. Handled end-to-end order lifecycle, including fulfillment, RTO (Return to Origin) and reverse pickups.
Operational Specialist
InTarvo Technologies Pvt. Ltd.
Oct 2015 - Nov 2016 (1 year 1 month)
Onboarded new merchants onto the platform. Resolved merchant queries related to technology, product, payments, POS integration, bulk orders and order processing.
Tele Counsellor & Operations Executive
Rajveers Solutions Pvt. Ltd.
Mar 2014 - Sep 2015 (1 year 6 months)
Conducted telecalling for medical students regarding Medical Coding courses. Onboarded students and provided ongoing support for course-related queries.
Education
Degrees, certifications, and relevant coursework
Amity University
Master of Business Administration, Operations Management
Pursued an MBA in Operations Management, focusing on operational excellence and strategic management.
Amity University
Bachelor of Business Administration, Retail Management
Completed a BBA in Retail Management, gaining foundational knowledge in business and retail operations.
Manav Bharti University
Diploma, Mechanical Engineering
Earned a Diploma in Mechanical Engineering, developing technical and analytical skills.
U.P. Board
Senior Secondary School Certificate, General Studies
Completed Senior Secondary School education, building a strong academic foundation.
Pune Board
Secondary School Certificate, General Studies
Completed Secondary School education, establishing core academic skills.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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