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Dinesh Jhamb

@dineshjhamb

Message

Customer Support Director scaling SaaS operations to deliver high CSAT and SLA compliance.

India

Message

What I'm looking for

I want to lead SaaS customer support and service delivery end-to-end—owning CSAT, SLA, and incident/escalation outcomes—while partnering with Product and Engineering to improve reliability, retention, and operational excellence.

I’m a Customer Support and SaaS Operations leader with 25+ years of experience building and scaling global, high-availability support organizations. I’ve operated 24x7 support models with proven results—92–93% CSAT and 96–98% SLA compliance—while improving platform reliability and customer retention.

I partner closely with Product, Engineering, Sales, and Marketing to drive operational excellence across SaaS and enterprise environments. I own KPI, SLA, and CSAT outcomes end-to-end, including incident and escalation management, budget and resource management, and executive reporting.

Most recently, I led customer support strategy at Aiwyn, scaling India-based support teams and strengthening service quality. Earlier roles included directing mission-critical UiPath automation deliveries and leading global delivery across AWS/Azure platforms with multi-technology teams.

Experience

Work history, roles, and key accomplishments

Director - Customer Support

Aiwyn, Inc.

Feb 2025 - May 2026 (1 year 3 months)

Led customer support strategy for a SaaS platform, owning CSAT, SLA, and service-quality targets while building and scaling India-based support teams. Partner with Product, Engineering, Sales, and Marketing and drive budgeting, operational planning, and executive reporting.

SAAS Customer Support CSAT SLA Scaling Teams Service Quality Governance Budgeting Zendesk

General Manager

Digilence Software Pvt. Ltd.

Apr 2021 - Jan 2025 (3 years 9 months)

Directed mission-critical UiPath automation deliveries for enterprise customers, planning workforce and infrastructure to meet delivery and SLA commitments. Managed customer escalations via Freshdesk and maintained delivery governance through Jira.

RPA Delivery Enterprise Automation Workforce Planning Infrastructure Planning Freshdesk Jira SLA Management Customer Escalation Management

Head of Delivery - Global Dev

Premier Logic India Pvt. Ltd.

Jan 2017 - Aug 2020 (3 years 7 months)

Led global delivery across AWS and Azure platforms, managing multi-technology teams spanning PeopleSoft, SAP, Java, .NET, and mobile. Built and scaled RPA capabilities using UiPath and Blue Prism.

AWS Azure Peoplesoft SAP Java .NET Blue Prism

Senior Project Manager

Oracle SSI

Mar 2016 - Dec 2016 (9 months)

Led APAC PeopleSoft 9.2 Campus Solutions implementations, driving delivery through complex enterprise requirements. Delivered one of Asia’s early on-prem to cloud integrations with Oracle Fusion GL.

Peoplesoft Campus Solutions Oracle GL Cloud Migration APAC Project Management