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Sneha Paul

@snehapaul2

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Team Lead 1 – Partner Care at Sophos, where I manage partner escalations and a team that achieved 95%+ CSAT.

India

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What I'm looking for

I'm seeking Channel Operations or Sales Operations roles where partner experience and operational discipline drive growth.

At Sophos, I progressed from frontline customer support to Team Lead 1 – Partner Care (Sales Channel). I manage a team of five Partner Care specialists, and our team achieved 95%+ CSAT.

I work with Sales Operations, Order Processing, Licensing, Customer Success, Channel Account Managers and engineering teams to resolve partner needs and improve Partner Care processes. I also use Salesforce dashboards and reports to track performance and case trends.

Before my current role, I handled high-severity partner cases involving NFR requests, deal registration, licensing and partner account changes. At NSI Infinium Global Pvt. Ltd., I resolved customer issues and coordinated with vendors, logistics teams and internal departments.

Experience

Work history, roles, and key accomplishments

Current

Team Lead 1 – Partner Care (Sales Channel)

Current

Sophos

Jul 2026 - Present (2 months)

Lead and mentor a team of 5 Partner Care specialists, owning daily operations, SLA adherence, and service quality. Achieved 95%+ team CSAT and manage partner escalations end to end.

Salesforce SLA Management CSAT Management Team Leadership Escalation Management Partner Care Process Improvement Cross Functional Collaboration

Senior L2 – Partner Care (Customer Care Support 5)

Sophos

Jul 2025 - Jul 2026 (1 year)

Managed high-severity partner escalations and critical cases as the escalation point for Sales and Channel teams. Resolved partner requests on NFR, deal registration, licensing, and partner program benefits.

NFR Management Deal Registration Licensing Administration Partner Programs Escalation Management Mentorship Process Improvement

Customer Care Support 4 – L2 Support (Customer Care Team)

Sophos

Jun 2022 - Jun 2025 (3 years)

Resolved complex customer and partner issues, handling escalations from L1 support and Channel Account Managers. Supported partners on NFR, deal registration, licensing, and account management.

L2 Support Escalation Management NFR Management Deal Registration Licensing Account Management Quality Audits Process Improvement

Customer Care Support 3 (Technical Support – Non-Technical Team)

Sophos

Aug 2016 - May 2021 (4 years 9 months)

Handled 80–100 inbound calls daily, capturing accurate customer details and creating Service Requests in CRM. Provided primary support for product registration, licensing, and firmware upgrade queries.

Inbound Calls CRM Product Registrations Licensing Firmware upgrades SLA Compliance

Customer Care Executive

NSI Infinium Global Pvt. Ltd.

Jun 2013 - Jun 2016 (3 years)

Resolved customer issues with an empathetic, solution-oriented approach while maintaining high call and service quality. Took ownership of challenging cases and coordinated with vendors and internal departments.

Customer Service Problem Solving Coordination Vendor Management