Rohan Chudal

I’m a Customer Support Team Lead at Codavatar (KrispCall), where I’ve progressed from Associate → Supervisor → Team Lead based on performance and leadership. I lead and scale support operations with a focus on measurable outcomes, quality service, and calm, effective resolution of complex issues.

I currently manage a team of ~15 Customer Support Representatives (CSRs) across 3 shifts, handling day-to-day operations, escalations, and performance metrics. I define KPIs, track team performance, and mentor members to improve productivity and service quality—so we deliver consistent customer experiences.

To raise operational standards, I designed a complaint management system and improved workflows, including SLA management. I also built automation workflows using Zendesk CRM to reduce manual effort and improve efficiency, while using Zendesk to support complex customer cases via email and Zoom.

I enjoy working cross-functionally, collaborating with teams like SEO by providing product insights for helpdesk content. I also support hiring by conducting final round interviews for hiring and team expansion, bringing the same structured approach I use in support—clear criteria, strong communication, and continuous process improvement.