Mohammed Salman
@mohammedsalman2
Technical Support Team Lead | 6+ years | 22% CSAT↑ | QA 84→93% | Remote-ready | Zendesk, Salesforce, HubSpot
IndiaWhat I'm looking for
Technical Support Executive & Team Lead with 6+ years delivering measurable results across SaaS, payments, and API-integrated platforms. I've driven a 22% CSAT improvement, raised team QA scores from 84% to 93% in 6 months, and cut first response time by 30%.
I manage high-volume interactions (60–130 daily) across voice, chat, and email — resolving 95% of escalated cases within a 24-hour SLA for international and domestic clients. I handle complex end-to-end escalations using Zendesk, Salesforce, HubSpot, Freshworks, and Intercom.
Beyond support, I drive process improvement through Power BI dashboards, KPI reporting, workflow automation, and structured team coaching — reducing repeat complaints by 40% and retaining 15+ at-risk accounts through proactive issue resolution.
Experience
Work history, roles, and key accomplishments
Technical Support Team Lead
Springboard
Dec 2022 - Aug 2025 (2 years 8 months)
Led coaching and QA initiatives for 8–10 support specialists, raising team QA scores from 84% to 93% in 6 months and improving CSAT by 22%. Reduced first response time by 30% by optimizing ticket routing/workflow automation and supported 40+ daily tickets across email, chat, and phone.
Customer Support Executive
Oconneqt
Jan 2020 - Dec 2022 (2 years 11 months)
Managed 60–130 daily customer interactions across voice, chat, and email for international and domestic clients while maintaining 92%+ CSAT. Resolved 95% of escalated cases within a 24-hour SLA and reduced repeat complaints by 40% using a complaint tracking and resolution system.
Education
Degrees, certifications, and relevant coursework
Bangalore University
Bachelor of Commerce, Finance & Marketing
2018 - 2021
Pursued a B.Com with a focus on Finance & Marketing at Bangalore University from 2018 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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