Looking for a job

prachi sharma

@prachisharma4

Message

Customer support leader driving retention, scalable operations, and exceptional customer satisfaction.

India

Message

What I'm looking for

I seek a leadership role where I can scale support operations, improve retention and CSAT, mentor teams, and influence product through cross-functional collaboration.

I am a customer support leader with 7+ years building high-performing support teams and scalable operations across SaaS, e-commerce, and B2B environments. I focus on driving retention, improving CSAT, and aligning support frameworks with business goals.

At UrbanPiper and Rippling I led multi-channel support programs, launched chat and WhatsApp channels for 550+ clients, and implemented processes that raised CSAT to 95% while identifying upsell opportunities that grew portfolio revenue by 15%.

I excel at cross-functional collaboration with Product and Engineering, designing SOPs and training frameworks, and using data-driven performance analysis to optimize efficiency and service quality.

Experience

Work history, roles, and key accomplishments

Head of Customer Support

Rippling

Apr 2024 - Dec 2024 (8 months)

Provided global product support and partnered with Product & Engineering to resolve root causes, maintaining high service quality and documentation while consistently meeting SLAs and CSAT targets.

Customer Support Leadership Product Support CRM Escalation Management SLA Management Cross Functional Collaboration Documentation

Lead - Business Unit

UrbanPiper

Feb 2023 - Feb 2024 (1 year)

Directed end-to-end customer operations and led a 23-member team to implement multi-channel support for 550+ clients, improving accessibility and driving 95% CSAT and a 15% portfolio revenue increase.

Team Leadership Customer Retention Onboarding Account Management Performance Tracking Recruitment Stakeholder Management

Shift Manager

UrbanPiper

Feb 2022 - Jan 2023 (11 months)

Supervised 20+ staff per shift, established outsourced contact centers and training programs, and designed processes that improved customer retention and support experience.

Shift Management Process Design Training Onboarding Outsourcing Customer Retention Coaching

Senior Customer Service Rep

UrbanPiper

Dec 2020 - Jan 2022 (1 year 1 month)

Delivered multi-channel support resolving 70+ daily issues, improving customer retention by 20% and consistently exceeding individual performance targets.

Customer Support Phone Support Email Support Chat Support Product Knowledge Performance Targeting Retention

Senior Customer Support Associate

Hiveloop Technology Pvt Ltd (Udaan)

Mar 2019 - Oct 2020 (1 year 7 months)

Collaborated with Process Excellence to define SOPs, handled escalations and complex issues with quick turnaround, and tracked performance metrics to drive service improvements.

SOP Development Escalations Performance Tracking Process Improvement Customer Support CRM Metrics Analysis

Customer Support Associate

Bundl Technologies Pvt Ltd (Swiggy)

Jan 2018 - Feb 2019 (1 year 1 month)

Resolved customer complaints, coached new agents, conducted call audits, and supported the Swiggy SUPER launch by handling escalations and technical issue management.

Customer Support Training Escalation Management Technical Support Documentation Onboarding Quality Assurance