# Sneha Paul

Sneha Paul is a remote worker on Himalayas, Team Lead 1 – Partner Care (Sales Channel) at Sophos, based in India.

Source: https://himalayas.app/@snehapaul2

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 8k-10k USD |
| Job categories | Customer Experience Specialist, Sales Operations |
| Skills | Channel Operations, Sales Operations, Partner Care, Partner Lifecycle Management, Delivery Partner Escalation, NFR Management, Deal Registration, Incumbency Management, Licensing Administration, MSP Licensing, Partner Account Management, Partner Program Management, Salesforce, Salesforce Dashboards, Customer Service, Customer Onboarding |
| LinkedIn | https://linkedin.com/in/snehapaul89 |

## What I'm looking for

```text
Seeking a part-time, preferably remote role in Customer Support, Partner Operations, Sales Operations, or Administrative Support. I bring extensive experience in customer and partner care, team coordination, CRM, and operational processes. Open to flexible hours and opportunities with international clients where I can contribute my skills and continue learning.
```

## About

```text
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

### Team Lead 1 – Partner Care (Sales Channel) (current)

[Sophos](https://himalayas.app/companies/sophos). Jul 2026 - Present

```text
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.
```

Skills: 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](https://himalayas.app/companies/sophos). Jul 2025 - Jul 2026

```text
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.
```

Skills: NFR-Management, Deal-Registration, Licensing-Administration, Partner-Programs, Escalation-Management, Mentorship, Process-Improvement

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

[Sophos](https://himalayas.app/companies/sophos). Jun 2022 - Jun 2025

```text
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.
```

Skills: 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](https://himalayas.app/companies/sophos). Aug 2016 - May 2021

```text
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.
```

Skills: Inbound-Calls, CRM, Product-Registrations, Licensing, Firmware-upgrades, SLA-Compliance

### Customer Care Executive

NSI Infinium Global Pvt. Ltd.. Jun 2013 - Jun 2016

```text
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.
```

Skills: Customer-Service, Problem-Solving, Coordination, Vendor-Management

## Education

### Gujarat University

Bachelor of Commerce, Accounts. 2011 - 2013

```text
Bachelor of Commerce with Honors in Accounts from Gujarat University, completed from 2011 to 2013.
```

### Air Hostess Academy

Diploma, Aviation and Airway Management and Operations. 2007 - 2008

```text
Diploma in Aviation and Airway Management and Operations from Air Hostess Academy, completed from 2007 to 2008.
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### AI Tools Workshop

AI Tools Workshop, AI Tools

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Certification from AI Tools Workshop.
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### Sophos

Sophos AI-Native Cybersecurity Defense System for Partners, Cybersecurity

```text
Certification in Sophos AI-Native Cybersecurity Defense System for Partners.
```

## Tech stack

- Salesforce

To contact Sneha, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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