Open to opportunities

Sasi Kanth

@sasikanth1

Message

Customer support leader driving CSAT, process improvements, and high-performing technical teams.

India

Message

What I'm looking for

I seek a customer-centric role where I can lead support teams, optimize processes with data, reduce escalations, and drive CSAT and retention growth.

I am a customer support leader with six years of experience building teams from 0 to 1, managing escalations, and designing data-driven support processes that improved CSAT to 92% and cut response time to under five minutes. I specialize in connecting cross-functional teams (Sales, Engineering, Product) to resolve high-impact issues, reduce recurring problems, and boost retention.

My accomplishments include implementing internal alert systems that reduced P1 wait times by 40%, improving ticket handling efficiency by 20%, and reducing recurring issues by 50% through targeted JIRA-driven collaboration. I focus on performance management, process optimization, and leveraging analytics (Tableau, JIRA) to drive continuous operational improvements and scalable customer success.

Experience

Work history, roles, and key accomplishments

Technical Support Team Lead

SaaS Labs Private Limited

Aug 2022 - Jun 2024 (1 year 10 months)

Led a team of 8-10 technical support engineers, implemented an internal alert system that reduced P1 wait time by 40% and improved ticket handling efficiency by 20%, maintaining CSAT at 92%.

Escalation Management Freshdesk Jira Tableau Process Optimization Cross Functional Collaboration Customer Retention CSAT

Customer Support Manager

Comida Technologies Private Limited

Jun 2019 - Jul 2022 (3 years 1 month)

Built support operations from scratch and led 20+ agents, acted as POC for high-value clients reducing churn by 70% and maintained CSAT of 90% through cross-functional collaboration.

Team Management Freshchat Escalation Management Data Analytics Process Design & Customer Success CSAT

Backend Operations Lead

Awkworld Networking Private Limited

May 2017 - Jun 2019 (2 years 1 month)

Led backend operations and event execution for events of 20–500+ attendees, managed event teams and produced post-event reports informing strategic decisions.

Event Planning Operations Management Reporting Team Leadership Attendance Reporting

Digital Marketing Intern

Jugular Social Media Private Limited

Sep 2016 - Feb 2017 (5 months)

Implemented SEO strategies using Google Keyword Planner that improved rankings for 15+ client sites and increased organic traffic by 40% within six months.

SEO Google Keyword Planner Content Research Digital Marketing