Open to opportunities

Rahul Asarpota

@rahulasarpota

Customer Success and technical support leader improving enterprise SLAs, adoption, and retention through scalable frameworks.

India

Message

What I'm looking for

I’m open to Senior Customer Success Lead roles in India (on-site/hybrid) and the Middle East/Gulf. I want to lead enterprise support and adoption, drive SLA compliance, reduce escalations, and improve CSAT/NPS through scalable operating models.

I’m a Customer Success and Technical Support leader with 18+ years of experience driving enterprise support operations, global team leadership, and customer satisfaction at scale. I’ve consistently achieved SLA compliance above 95%, managed cross-functional teams of up to 30 engineers, and served as the primary escalation point for enterprise clients—leading executive-level incident reviews with zero repeat-escalation incidents for top-tier accounts.

I’m skilled at building scalable support frameworks, leading onboarding programs, and aligning product and engineering through the “strategic voice of the customer.” Across my roles, I’ve reduced average escalation resolution time by 30%, cut repeat ticket volume by an estimated 25% through playbooks and escalation workflows, and strengthened performance via QA reviews, coaching programs, and real-time queue and workforce management.

Experience

Work history, roles, and key accomplishments

Customer Support Lead

MindMaze Pvt Ltd

Jan 2021 - Jan 2025 (4 years)

Led a 15-engineer, 24/7 technical support team for healthcare technology platforms, maintaining SLA compliance above 95% across global accounts. Reduced average escalation resolution time by streamlining cross-team coordination, improving critical case turnaround by 30%.

CSAT NPS Optimization Cross functional Leadership Zendesk Salesforce Service Cloud Jira ServiceNow ITSM

Technical Support Lead

HGS Interactive India

Jan 2020 - Jan 2021 (1 year)

Managed 10–25 technical support engineers across phone, chat, and email in a high-volume BPO environment, sustaining SLA adherence above targets. Improved first-call resolution through weekly call calibrations and coaching, and coordinated workforce allocation during volume spikes.

Technical Support Operations Workforce Planning Quality Assurance (QA)Coaching & Calibration Zendesk Salesforce Service Cloud Jira

Senior Technical Support Lead

Xoriant Solutions

Jan 2010 - Jan 2019 (9 years)

Led enterprise support teams of up to 30 engineers providing Level 2/3 support for Egnyte’s cloud content collaboration platform used by 15,000+ global businesses. Managed end-to-end onboarding and deployment (Active Directory, SSO/SAML, API integrations) and reduced repeat ticket volume by an estimated 25% through support playbooks and escalation workflows.

Active Directory SAML REST APIs Egnyte Jira ServiceNow ITSM

Technical Support Mentor

Stream International

Jan 2006 - Jan 2010 (4 years)

Provided technical troubleshooting for internet connectivity, OS, and network issues in a high-volume inbound support queue. Trained and mentored new hires to accelerate ramp-up, and managed customer escalations via ticketing systems to maintain high satisfaction.

Technical Troubleshooting Ticketing Systems Customer Escalation