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Lehrasib Khan

@lehrasibkhan

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Technical Support Leader driving escalations, integrations, and team performance.

Pakistan

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What I'm looking for

I seek a support leadership role where I can lead teams, optimize support operations, manage escalations, and drive measurable customer satisfaction improvements.

I am a Technical Support Lead with extensive experience improving customer satisfaction across B2B and B2C environments, managing escalations, and streamlining support operations.

I have led and coached teams of Support Representatives, developed KPIs and SOPs, and strengthened cross-functional collaboration to reduce resolution times and elevate service quality.

My work includes designing onboarding and product integration processes, managing end-to-end ticket workflows, and implementing training programs with measurable outcomes.

I thrive on clear communication, data-driven decision making, and creating scalable processes that improve customer experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Technical Product Support Lead

Autymate

Sep 2022 - Apr 2025 (2 years 7 months)

Managed and coached a team of 5–10 support representatives, led escalations and technical troubleshooting to reduce resolution times, and developed KPIs and SOPs to improve support operations and product onboarding.

Escalation Management Team Leadership SOP Development KPI Tracking Technical Troubleshooting Onboarding Ticketing Systems

Manager, Training and Onboarding

Virtism

Oct 2020 - Sep 2022 (1 year 11 months)

Designed and implemented a new training and onboarding program with assessments, led interpersonal and skills enhancement sessions, and assigned employees to appropriate roles to improve performance and retention.

Onboarding Coaching Communication Process Improvement

Senior Support Specialist

Virtism

Nov 2019 - Oct 2020 (11 months)

Served in a key operations role focused on client onboarding, team goal alignment, and performance monitoring through enhanced measures and motivation strategies.

Client Onboarding Support Operations Performance Monitoring Team Coordination Coaching

Assistant Team Lead

LiveAdmins LLC

May 2018 - Nov 2019 (1 year 6 months)

Led frontline teams to resolve operational challenges, managed schedules and workforce allocation, and ensured continuity of support services and troubleshooting.

Team Leadership Operations Management Customer Support Troubleshooting

Customer Support Greeter

LiveAdmins LLC

Jul 2016 - Jun 2018 (1 year 11 months)

Addressed customer queries promptly, delivered high-quality support services, and performed basic troubleshooting to enhance customer experience.

Customer Service Query Resolution Troubleshooting Communication Customer Experience

Education

Degrees, certifications, and relevant coursework

Government College University, Lahore

Bachelor's degree, International Relations and Affairs

2018 - 2020

Completed a Bachelor's degree in International Relations and Affairs from June 2018 to June 2020, focusing on international policy and diplomatic studies.