Prateek Kapse
@prateekkapse
Customer Support & Customer Success leader with 23+ years driving SaaS uptime, CSAT, and scalable remote operations.
IndiaWhat I'm looking for
I’m an accomplished Customer Support and Customer Success leader with 23+ years of experience managing large distributed teams and high-volume support operations for enterprise clients. I lead end-to-end support operations—L1/L2 issue resolution, incident management, root cause analysis, escalations, and SLA and uptime management—while continuously improving processes through data-driven execution.
Most recently, I led Customer Support for a SaaS-based Vehicle Tracking System (VTS) platform, managing HPCL LPG as a strategic account across 65+ plants PAN India in a fully remote model. I drive CSAT and reduce escalations by optimizing workflows, strengthening knowledge sharing, and partnering with product and engineering as the “voice of the customer,” supported by SOP implementation, workforce leadership, training and coaching, and KPI/dashboard reporting.
Experience
Work history, roles, and key accomplishments
Customer Support Manager
Enmovil Solutions Pvt. Ltd.
Sep 2023 - Aug 2025 (1 year 11 months)
Led remote L1/L2 customer support and incident/escalation management for a SaaS Vehicle Tracking System (VTS), ensuring SLA adherence and platform availability for HPCL LPG across 65+ plants pan-India. Managed a distributed team of 2 leads and 68 field engineers/executives, acting as the voice of the customer to drive recurring issue and process improvements.
Senior Consultant (Founder)
NIA Security Solutions & Consultancy
Jun 2014 - Sep 2023 (9 years 3 months)
Established and scaled an electronic surveillance business specializing in CCTV, access control, and fire alarm systems. Managed end-to-end installation, commissioning, and service delivery, while building a resource pool and driving growth through sales and marketing.
Led key account management for Citi Bank’s ADM vertical as the single point of contact for recruitment, resourcing, and operational requirements. Streamlined onboarding and ensured compliance with quality standards, documentation, and SLAs to drive timely issue resolution and client satisfaction.
Served as SPOC for Citi Technology’s EMEA Consumer, supporting 30+ countries for PlanViewTM applications. Managed incidents, delivered user training, and maintained IT governance while ensuring compliance with technical guidelines and resolving application issues with stakeholders.
Team Leader (Customer Lifecycle)
Reliance Info Streams Pvt. Ltd.
Nov 2003 - Apr 2007 (3 years 5 months)
Defined end-to-end customer lifecycle management processes for Reliance Communications and led stakeholder engagements to optimize workflows for acquisition, service, and retention. Conducted surveys to measure service levels and implemented improvements to boost efficiency.
Education
Degrees, certifications, and relevant coursework
National Institute of Management, Mumbai
Master of Business Administration (MBA), Human Resources
2013 -
Completed an MBA in Human Resources at National Institute of Management, Mumbai in 2013.
Bharti Shiksha Parishad, Lucknow
Bachelor of Commerce (B.Com.), Commerce
2001 -
Completed a Bachelor of Commerce (B.Com.) at Bharti Shiksha Parishad, Lucknow in 2001.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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