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Jai Ganesh

@jaiganesh2

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I build AI-led global SaaS support operations that improve CSAT, retention, and resolution speed.

India

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What I'm looking for

I'm looking to lead global SaaS support and customer operations teams where I can apply AI-led automation, strengthen enterprise retention, improve service outcomes, and partner with Product and Engineering on customer-driven improvements.

At Yellow.ai, I led a 40-person global product support organization across APAC, EMEA, and the US, delivering 96% CSAT and 100% retention of strategic enterprise accounts.

I reduced inbound ticket volume by 30%, response time by 35%, and improved first-contact resolution by 40% through AI-driven routing, sentiment-based prioritization, self-service automation, tiered support design, and knowledge management.

Previously at Contentstack, I built and scaled 24x7 customer success engineering operations, sustained 97% CSAT for six consecutive quarters, and created support playbooks, SLA frameworks, and performance programs that strengthened global customer operations.

Experience

Work history, roles, and key accomplishments

Director / Head of Customer Support

Yellow.ai

Oct 2023 - Aug 2025 (1 year 10 months)

Led a 40-person global support organization for enterprise SaaS customers across APAC, EMEA, and the US, achieving 96% CSAT and 100% retention of strategic accounts. Reduced inbound ticket volume by 30% and improved first contact resolution by 40% through AI-driven automation and tiered support redesign.