Rohit Dadwal

I’m a Product Support Lead and Knowledge Manager with 9+ years of experience, including 5+ years managing distributed, remote-first SaaS support teams across time zones. I lead a fully remote global team of 10–12 CSRs, coordinating async handoffs and round-the-clock coverage to hit SLA targets.

At OnceHub, I drive measurable outcomes by deploying an AI-powered help center bot and reducing ticket volume by 25% in year one. I also personally own complex technical escalations across SMTP, email delivery, and server logs, acting as the bridge between support and engineering.

I bring a “structure first, investigate second” approach to major incidents, rolling out macro-level troubleshooting guidance through JIRA and live chat so multi-timezone teams stay unblocked while root-cause work runs in parallel with Development. I’ve also led the end-to-end migration of 1,300+ enterprise users between product versions with zero churn.

Before that, I led remote shifts and training programs at EA Sports Account, including onboarding 190+ support staff and moving the team to 100% remote operations during COVID-19 with no performance loss. Across roles, I run data-backed training (Articulate, Moodle) and standardized technical screening with 50+ panel interviews to build high-performing teams.