Subham Das

I’m a Product Support & Operations specialist with 5+ years on fast-moving platforms, guiding users, providers, and merchants through screens, schedules, and surprise issues. I’m known for turning complex SaaS hiccups into a short, friendly chat that ends with users saying “thanks!”

I troubleshoot web & mobile flows, minor HTML/CSS quirks, and billing puzzles until they work—then make the fixes scalable. By focusing on the numbers, I’ve achieved <5 min first reply, 96% CSAT, and 40% fewer repeat tickets after a new FAQ, while championing CSAT & SLA outcomes.

I partner closely with Product & Engineering so edge cases become clearer UX instead of recurring tickets. I also build living knowledge bases, SOPs, and bite-sized videos that let teams help themselves, and I coach 50+ contractors across U.S. time zones while flagging every Friday payout mismatch.

After a 10-month break running two F&B outlets, I sharpened my empathy for frontline teams handling busy nights—and proved that process, data, and a smile work anywhere. Next stop: a SaaS team that wants thoughtful support and data-driven improvements for smoother ops and happier users.