Karuna Janghu
@karunajanghu
Customer Support Operations leader scaling B2B SaaS and ecommerce teams to drive retention and revenue.
IndiaWhat I'm looking for
I’m a Head of Customer Support Operations who builds support systems from scratch and scales them across regions. I’ve spent 7 years leading high-volume support for B2B SaaS and ecommerce, focused on reducing customer friction, flagging churn risk early, and improving retention at scale.
At RIOT Ecommerce Solutions, I inherited a team with no SLAs, routing logic, or processes—and built the operating model end-to-end: SOPs, ticket routing, SLA design, escalation architecture, QA frameworks, and structured coaching. I grew the team from 7 to 35 agents while maintaining 85–90% CSAT and SLA compliance across ~2,000 tickets/day, and increased ticket volume capacity 5x by redesigning omnichannel triage and automating workflows in Gorgias.
I also lead measurable retention outcomes: I reduced PayPal dispute rates from 3.7% to 1.5% in 6 months using root-cause analysis and Voice of Customer insights, converting 50%+ of disputes into customer-led closures and protecting ~$35K in at-risk revenue. Previously, as the first Technical Customer Success hire at Senpiper, I built onboarding from scratch (35% faster time-to-value), improved feature adoption by 25% across 15 enterprise accounts, and reduced engineering escalations by 20% through independent issue diagnosis.
Experience
Work history, roles, and key accomplishments
Head of Customer Support Operations
Riot Ecommerce Solutions LLP
Mar 2023 - Present (3 years 2 months)
Built the customer support function from scratch, including SOPs, ticket routing, SLA design, and escalation architecture. Delivered 5x ticket capacity without headcount growth, maintained 85–90% CSAT and ~90% agent retention, reduced PayPal dispute rates from 3.7% to 1.5%, and protected ~$35K in at-risk revenue.
Technical Customer Success Manager
Senpiper Technologies
Feb 2022 - Feb 2023 (1 year)
Were the first CS hire at an early-stage B2B SaaS, building the post-sales motion while managing 15 enterprise accounts. Reduced time-to-value by 35% via onboarding SOPs, increased feature adoption by 25% through training, and reduced engineering escalations by 20% by diagnosing API/integration issues independently.
Customer Service Manager
Pete Organics
Feb 2021 - Feb 2022 (1 year)
Led a team of 6 agents handling 150+ daily tickets across US and APAC for a $1.8M ecommerce retailer. Improved CSAT from 82% to 91% and First Contact Resolution from 68% to 84%, implemented proactive refund/reshipment to achieve 80% Amazon A-to-Z claim withdrawals, and prevented 100 underpriced orders to avoid 12,150 AUD in losses.
Technical Support Representative
Riot Enterprise
Jun 2019 - Jan 2021 (1 year 7 months)
Handled 50–100 daily Tier 2 and Tier 3 technical support tickets, resolving issues by diagnosing device logs without engineering escalation while maintaining 90% CSAT. Built a troubleshooting guide to cut average handle time from 45 to 28 minutes and launched live chat to reduce first response time from 2 days to 8 hours.
Education
Degrees, certifications, and relevant coursework
O.P. Jindal Global University
Integrated BBA–MBA, Finance
2014 - 2019
Completed an integrated BBA–MBA program with a major in Finance at O.P. Jindal Global University from 2014 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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