Shubratha HC
@shubrathahc
I build AI-enabled global customer support organizations that improve retention, margins, and operational performance.
IndiaWhat I'm looking for
I've led global customer support transformation at Anthology, Netradyne, Rainpay India, and PGi, building and scaling operations across India, the Philippines, the US, and EMEA. My work has supported 150M+ users, managed $80M+ customer portfolios, and delivered outcomes including $1M cost savings, 26% margin expansion, and 90–92% revenue retention.
I'm a 0→1 builder who turns customer support into a strategic profit center through AI-enabled automation, operational rigor, workforce strategy, customer success, and P&L leadership. I've built teams, launched 24×7 support operations, introduced RAG-powered support tools, and improved CSAT, SLA attainment, first-contact resolution, productivity, and attrition.
Experience
Work history, roles, and key accomplishments
Director Global Customer Support
Anthology
Sep 2025 - May 2026 (8 months)
Executed global customer support strategy for 150M+ users across 80+ countries. Standardized workflows and dashboards, reducing backlog by 20% and improving SLA compliance by 15%.
Manager Customer Support
Netradyne
Apr 2023 - Jul 2025 (2 years 3 months)
Built a 30-member in-house Tier-1 technical support organization from scratch, replacing outsourced operations. Architected an AI-powered Customer Support Copilot using RAG, delivering 3X faster resolution and 30% lower AHT.
Director Customer Support
Rainpay India
Jun 2021 - Mar 2023 (1 year 9 months)
Established and led full customer support operations and P&L, including hiring, operational setup, CRM structure, and KPI frameworks. Established a Concentrix BPO in the Philippines for Level 1–3 support and outsourced contact centre operations for outbound sales.
Customer Success Manager
Premiere Global Services Inc.
Nov 2020 - Apr 2021 (5 months)
Managed operational P&L for a 100-person global support center and $80M ARR customer portfolios, delivering 24/7 global coverage and sustaining 90-92% retention. Increased renewals by 19% via customer health scoring and engagement.
Operations Manager
Premiere Global Services Inc.
Sep 2013 - Nov 2020 (7 years 2 months)
Managed operational P&L for a 100-person global support center and $80M ARR customer portfolios, delivering 24/7 global coverage and sustaining 90-92% retention. Improved forecasting accuracy by 31% and decision-making by 40%.
Account Management Specialist
Customer Success Management Conference Call India Pvt. Ltd.
Jan 2008 - Jun 2013 (5 years 5 months)
Spearheaded end-to-end contact centre operations across Customer Service, Call Execution, and Post-Call Services departments, establishing SOPs, SLA governance frameworks, and CTQ/CTP performance targets.
Junior Research Associate
Clonegen
Jun 2006 - Jun 2007 (1 year)
Worked as a Junior Research Associate in biotechnology.
Education
Degrees, certifications, and relevant coursework
MS Ramaiah College of Arts, Science and Commerce, Bangalore University
Master of Science, Biotechnology
2004 - 2006
Pursued a Master of Science in Biotechnology, gaining advanced knowledge in the field.
RK Institute of Management & Computer Science
Bachelor of Science, Biotechnology, Genetics & Biochemistry
Completed a Bachelor of Science with a focus on Biotechnology, Genetics, and Biochemistry.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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