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Mahaboob Suhail

@mahaboobsuhail

Customer support leader driving productivity, ticket reduction, and cross-functional product improvements.

India
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What I'm looking for

I seek a senior customer support role where I can lead teams, improve SLAs and CSAT, partner with product, and scale processes in an Agile environment.

I am a customer support leader with proven experience building and guiding teams to deliver measurable improvements in productivity, ticket resolution, and customer satisfaction. I combine strong operational discipline with empathy to drive KPIs, SLA adherence, and reduced ticket backlogs.

Across roles at AlohaABA, Groupon, Telligent Support, and [24]7.AI, I led escalations, partnered with product and engineering teams, and integrated customer feedback into product improvements—identifying and resolving hundreds of bugs and contributing to significant performance gains.

I bring hands-on expertise with CRMs, Jira/Confluence, analytics and product practices, plus Agile and Scrum certifications, to bridge support and product teams and continuously improve customer-centric processes.

Experience

Work history, roles, and key accomplishments

AI

Customer Support Specialist II

AlohaABA India

Oct 2022 - Feb 2024 (1 year 4 months)

Managed 700+ monthly inquiries with a 95% resolution rate, reduced ticket backlog by 60%, and triaged 100+ customer-reported bugs to product teams.

GL

Customer Service Representative

Groupon Shared Services Pvt Ltd

Feb 2020 - Oct 2022 (2 years 8 months)

Handled 300+ monthly queries via Zendesk CRM achieving 90% CSAT and 85% FCR, adapted to pilot policy changes that improved satisfaction by 15% and retention by 20%.

Education

Degrees, certifications, and relevant coursework

SM

Sumourya Institute of Management

Master's Degree, Finance & Marketing

2015 - 2017

Completed a Master's degree focused on Finance and Marketing from 2015 to 2017.

MC

Master's Degree College

Bachelor of Business Management, Business Management

2012 - 2015

Completed a Bachelor of Business Management from 2012 to 2015.

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Mahaboob Suhail - Team Lead - Customer Support - AlohaABA India | Himalayas