Open to opportunities

Sailesh Gupta

@saileshgupta

Empowering global users to succeed — I drive SaaS adoption, retention, and customer delight through empathy, insight, and proactive support.

India

Message

What I'm looking for

I seek a remote-ready role in customer success/support where I can improve product adoption, handle escalations, mentor teams, and use data/AI to boost CSAT and retention.

I’m a Senior Customer Service and Experience Specialist with over 5 years of proven success in delivering exceptional support and driving customer satisfaction across SaaS platforms and fast-paced startup environments. I specialize in escalation management, L1 troubleshooting, onboarding, and retention strategies, leveraging CRM and helpdesk tools along with data-driven insights to enhance CSAT, NPS, and product adoption.

Having supported global clients across the US, UK, EU, and APAC regions, I bring a deep understanding of diverse customer expectations and communication styles. I’ve also contributed to building knowledge bases, process documentation, and help-center content to improve efficiency and self-service experiences.

Passionate about innovation, I stay curious about emerging AI tools and automation technologies that enhance productivity and enrich the customer journey. With a blend of empathy, problem-solving, and cross-functional collaboration, I strive to bridge the gap between products and people—ensuring every customer feels heard, supported, and valued.

Experience

Work history, roles, and key accomplishments

Concierge & Customer Success Specialist

TaskHuman Technologies

Jul 2023 - Feb 2025 (1 year 7 months)

Delivered white-glove chat and email support for a global SaaS user base, recorded and escalated recurring product issues to drive improvements, and authored help-center documentation to boost self-service and CSAT.

Technical Support Cross Functional Collaboration Team Management & Customer Success Zendesk Documentation Escalation Management CSAT SaaS Support Customer Onboarding

Senior Client Relationship Manager

Cosmic Europe LTD

Jun 2022 - Feb 2023 (8 months)

Managed and expanded a portfolio of enterprise accounts across the US and EU, developed retention strategies that increased engagement, and coordinated with product teams to align delivery with client expectations.

Technical Support Customer Service Relationship Development Client Relationship Management Sales ARR Reporting Account Management Enterprise Accounts Stakeholder Management Customer Advocacy Cross Functional Collaboration CRM Strategic Planning

Senior Global Service Desk Agent

DXC Technology

Jun 2016 - Feb 2022 (5 years 8 months)

Handled trust & safety escalations and high-priority service incidents for global clients (including Accor Hotels), provided L1 troubleshooting for Honeywell users, and trained new hires to improve service quality and SLA compliance.

Technical Support Reservation Sales Upsell Upselling Phone Support Email Support Chat IT Office Office 365 AI Chat Support VPN Active Directory Trust & Safety Customer Support

Education

Degrees, certifications, and relevant coursework

Chaudhary Charan Singh University

Bachelor of Commerce, Commerce

2005 - 2008

Grade: First Division (63%)

Activities and societies: Actively participated in college-level debates and group discussions, representing my institution in inter-college competitions. These experiences sharpened my communication skills, critical thinking, and ability to present ideas with clarity and confidence. I also contributed to organizing student-led events, fostering teamwork and leadership in dynamic settings.

Completed a Bachelor of Commerce degree with First Division, focusing on commerce and business fundamentals from 2015 to 2018.