Open to opportunities

Shree User

@shreeuser5

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I’m a Customer Experience & Product Support Specialist using AI automation to improve SaaS.

India

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What I'm looking for

I’m looking for a role where I can own SaaS customer support, use AI-driven automation and analytics to reduce response time, and partner with product/engineering to cut churn through better UX.

I’m a Customer Experience & Product Support Specialist with 6+ years supporting global SaaS customers and translating customer insights into product improvements. At MileIQ (Microsoft subsidiary), I supported a global customer base across the US, UK, and Canada, managed 500+ monthly Zendesk tickets, and reduced average response time by 25% while sustaining 95%+ SLA compliance.

I partner with product and engineering to validate new features, analyse user behaviour, and turn support trends into prioritised roadmap input—leveraging Mixpanel and Retool to surface product friction points. I also automate 20%+ of repetitive queries with Ultimate.ai and have improved reliability and engagement by investigating issues across SendGrid and Braze, while synthesising feedback from Sentisum and Trustpilot. Earlier in my career, I handled system administration for stable Linux/Windows infrastructure and managed regulated customer complaints end-to-end in CRM systems.

Experience

Work history, roles, and key accomplishments

Customer Experience & Support Specialist

MileIQ

Nov 2021 - Oct 2025 (3 years 11 months)

Supported a global SaaS customer base by resolving technical and account issues and acting as a customer advocate. Managed high-volume Zendesk ticket operations and used analytics and AI automation to reduce response times and improve SLA compliance.

Zendesk Support automation Chatbot Training QA Escalation Management Mixpanel Retool Ultimate AI PeterBot Analytics Sendgrid Braze SentiSum Trustpilot Stripe Customer Advocacy Cross Functional Collaboration

System Administrator

Faxonics Technologies Pvt. Ltd

Jul 2018 - Sep 2020 (2 years 2 months)

Installed and configured operating systems and managed network configurations to support secure, stable infrastructure. Monitored system performance, handled backups, and resolved technical issues to minimize downtime.

Linux System Administration Ubuntu CentOS Windows DNS System Monitoring Backup Disk Partitioning Troubleshooting

Customer Support Specialist

HDFC Financial Services

Aug 2016 - Jul 2017 (11 months)

Managed and resolved customer complaints through internal and regulatory reporting workflows. Oversaw complaint logging and CRM tracking to ensure regulatory compliance and produced MIS and investor grievance reports.

Customer Complaint Resolution Regulatory Compliance SEBI Investor Grievance Report Off Market Transaction Instructions