Open to opportunities

Nithish Chandran

@nithishchandran

Message

I am a Team Lead experienced in customer support, community management, and coaching high-performing teams.

India

Message

What I'm looking for

I seek a leadership role where I can coach and grow support teams, improve operations and customer experience, manage communities, and collaborate with product teams in a data-driven, customer-focused organization that values continuous improvement.

I am a highly motivated Team Lead with over a decade of experience managing and coaching support teams to deliver exceptional customer service.

I have managed a team of 25 support specialists, trained 15+ batches, and resolved complex escalations including Google Play refunds and Stripe/PayPal disputes. I regularly track KPIs, conduct audits, and identify process improvements to boost operational metrics.

I also serve as a Quality Analyst and community moderator, conducting game feature testing, reporting bugs via JIRA, and moderating Discord communities while producing sentiment-based reports and client presentations.

I'm committed to fostering collaboration, continuous improvement, and strong client relationships, and I bring hands-on experience with Helpshift, Zendesk, Salesforce, and Confluence to support product and support teams.

Experience

Work history, roles, and key accomplishments

Team Leader

IntouchCX Private Limited

Jan 2014 - Jan 2025 (11 years)

Managed a team of 25 support specialists, driving operational improvements through audits, KPI tracking and process changes to enhance service quality. Resolved escalations and payment disputes, moderated Discord communities, trained 15+ batches, and prepared client performance reports.