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Jalaj Mani

@jalajmani

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SaaS Support & Operations leader focused on faster responses, smoother workflows, and measurable customer impact.

India

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What I'm looking for

I am looking for a remote role where I can improve customer experience and operational efficiency by building scalable support systems, workflows, and automation. I enjoy solving ambiguous problems and partnering with Product and Engineering. My ideal role offers ownership, collaboration, and the chance to drive measurable impact in a SaaS environment.

I have spent the last 12 years helping SaaS and startup teams build customer support systems that are fast, reliable, and scalable. My career has been focused on spotting where customers struggle, breaking down operational bottlenecks, and designing processes that make support smoother for both users and internal teams.

I have led projects that dramatically improved response and resolution times, launched incident communication frameworks, created AI-assisted routing systems, and built dashboards that give teams real-time visibility into customer health and risk. I enjoy solving unstructured problems, partnering with Product and Engineering, and driving improvements that directly impact CSAT, churn, and customer trust.

Personally, I am passionate about automation, structured thinking, and creating documentation or workflows that help teams move faster with more clarity. I am looking for remote roles where I can continue building scalable support operations and contribute to a customer-centric culture.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager II

Current

Aither Technology

Mar 2020 - Present (5 years 10 months)

I joined Aither Technology as a Customer Support Manager to help the team with high-frequency support tickets and related issues. Now I am also foreseeing Implementation, renewals, content creation(self-help articles & walkthroughs) and also customer success in my spare time.

Implementation SaaS Support Product Support Customer Support Implementation Support Support Operations Customer Success Onboarding Project Management Excel CRM Intercom

Operations Manager

GuarenteEd Rentals Pvt Ltd

Jul 2019 - Oct 2019 (3 months)

Improved inventory turnover from 3x to 8x and increased on-time delivery from 65% to 90% by redesigning workflows and implementing operational dashboards for supply chain reliability.

Inventory Management Dashboards On Time Delivery Supply Chain Planning

Operations Manager

The Eco Store

May 2018 - Apr 2019 (11 months)

Redesigned customer communication and support workflows to improve CSAT to 95% and streamlined coordination between support, operations, and fulfilment through training and quality reviews.

Customer Communications Workflows CSAT Training Quality

Assistant Manager Operations

ServiceMonk Technologies

May 2017 - Nov 2017 (6 months)

Improved order fill rate to 98% while reducing stockouts by managing procurement planning and vendor performance to strengthen service delivery reliability.

Procurement Vendor Management Inventory Control Fill Rate Stockout Reduction Reliability

Business Process Analyst

Searce Inc.

Mar 2014 - Mar 2017 (3 years)

Analyzed and redesigned customer-facing workflows and SLAs, reducing process error rates by 60% and improving SLA adherence through SOPs and cross-functional alignment.

SLA Continuous Improvement Dashboarding