Harshit Kejriwal
@harshitkejriwal
I lead SaaS customer support teams, improving product adoption, CSAT, and operational efficiency.
IndiaWhat I'm looking for
At Rippling, I lead a 24-person new product support team, owning enablement, training, and process structure in a fast-paced SaaS environment.
I created SOPs that reduced incorrect Jira tickets by 18% and built playbooks and knowledge bases that deflected 55% of incoming live-chat volume. I also partnered with engineering on feature updates that improved CSAT by 20%.
I've supported global customers with payments, ACH, wires, compliance queries, and payroll disbursement while handling complex executive and social escalations. I work closely with product and engineering teams to identify product gaps, troubleshoot cross-functional issues, and improve the customer experience.
I led the pilot launch of Contractor Hub, owned support and team training during its GTM phase, and designed onboarding for 10 new-hire batches. I enjoy building scalable support systems, coaching teammates into growth roles, and reducing reliance on L2 support through practical automation and peer support.
Experience
Work history, roles, and key accomplishments
Spearheaded a new product support team of 24 members, leading enablement, training, and process structuring. Created SOPs that reduced incorrect Jira tickets by 18% and developed playbooks that deflected 55% of live chat volume.
Co-led training sessions for new hires and managed reverse swarms to support faster ramp-up. Handled complex escalations and interdependencies across departments, ensuring client satisfaction.
Supported US and global customers with payments, ACH, wires, and compliance-related queries. Ensured on-time payroll disbursement by tracking bank partnerships and resolving payment delays.
Education
Degrees, certifications, and relevant coursework
Christ University
Bachelor of Commerce (Hons), Commerce
Bachelor of Commerce (Hons) degree from Christ University, Bengaluru, completed in 2022.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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