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Prashanth Mani

@prashanthmani

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I lead enterprise AI support operations, incident response, and complex platform migrations for high-impact customers.

India

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What I'm looking for

I'm looking to lead enterprise customer support and escalation operations for AI or SaaS platforms, partnering closely with Product and Engineering on incident response, technical triage, platform migrations, and scalable 24/7 support processes.

At Within (formerly Klarity), I owned escalations for enterprise AI platforms used by customers including OpenAI, DoorDash, Uber, Stripe, ServiceNow, and Deloitte. I bridge front-line support, Product, Engineering, and Legal, turning complex technical issues into structured triage, clear customer updates, and executive-ready RCAs.

I've led Zendesk-to-Pylon migration execution, coordinated WorkOS SSO transitions for 20+ enterprise customers, and designed Sev-1 communication and 24/7 support-operating processes. Across 11+ years in AI, SaaS, telecom, social media, and customer operations, I bring hands-on escalation ownership, quality coaching, SLA and CSAT/NPS optimization, and practical incident response.

Experience

Work history, roles, and key accomplishments

Senior CX Subject Matter Expert

Within (formerly Klarity)

Mar 2024 - Aug 2026 (2 years 5 months)

Primary escalation owner and cross-functional bridge for AI platform support, handling enterprise escalations, incident response, and RCA authoring. Led platform migrations, SSO coordination, and 24/7 shift operations.

Pylon Zendesk WorkOS Okta Postmark Linear Slack Notion Confluence Incident Response Authoring SSO Customer Experience Escalation Management Shift Operations

Senior Executive II

Koo

Jan 2023 - Nov 2023 (10 months)

Handled global customer queries and grievance redressal on Zohodesk, with escalation coverage on Google Meet and Zoom. Served as primary redressal SPOC for verification, community guidelines, and legal issues.

Zoho Desk Google Meet Zoom Customer Support Escalation Management Trust and Safety Legal SOP Development Canned Responses

Senior Specialist – Customer Service

cultx.fit (Cure.fit)

Jan 2022 - Jun 2022 (5 months)

Owned de-escalation and issue resolution across Freshdesk, phone, and social channels. Ran quality assurance surveys and managed a team of junior customer support representatives.

Freshdesk Customer Support De escalation Quality Assurance Team Management Feedback

Senior Admissions Counselor

upGrad International

Sep 2021 - Oct 2021 (1 month)

Pilot batch member for EMEA region rollout. Ran high-volume outbound consultations on LeadSquared with 75-100 dials per day and 3 video presentations per week.

LeadSquared CRM Outbound Sales Consultation EMEA Video Presenter

Relationship Manager · Sales and Customer Service

Ather Energy

Apr 2021 - Jul 2021 (3 months)

Improved regional retail partner CSAT from 3.6 to 4.2 out of 5 in one month and reduced call abandonment rate to under 10%. Conducted root-cause analysis on low-CSAT drivers and drove feedback to retail partner network.

CSAT Root Cause Analysis Customer Experience Retail Partnerships Feedback Process Improvement

Senior Analyst – Quality

Sourcepoint Inc.

Nov 2020 - Mar 2021 (4 months)

Evaluated US mortgage advisor calls on client-defined service standards. Ran weekly call calibrations with onshore US clients and offshore internal teams, and owned daily audit consolidation and reporting.

Quality Assurance Call Calibration Audit Data Reporting Dashboarding US Mortgage

Associate Quality Analyst → Senior Customer Service Associate

Firstsource Solutions Ltd.

Feb 2015 - Oct 2020 (5 years 8 months)

Delivered end-to-end account management, cross-sell/up-sell, retentions, technical, and billing support for Foxtel and SKY UK. Served as Floor Support/SME for new hires and transitioned into Quality Analyst role auditing sales calls.