Talha Subhani
@talhasubhani
I lead operations and customer experience, scaling global SaaS support through AI-first transformation.
PakistanWhat I'm looking for
I’m an Operations and Customer Experience leader with proven success scaling global SaaS support organizations from frontline operations to enterprise-level service delivery. I’ve driven measurable improvements like raising CSAT from 4.5 to 4.8, reducing support backlog by 90%, and lowering response times by 40% through structured QA, coaching frameworks, and escalation optimization.
In my current role, I lead global support operations across 110+ agents spanning 6 time zones, delivering workforce optimization, KPI & SLA management, and AI-first workflow transformation that reduced manual workload by 40%. I build scalable leadership systems by mentoring supervisors into management roles, and I’ve helped retain a $1.6M enterprise contract through operational support improvements.
Experience
Work history, roles, and key accomplishments
Technical Support Manager
HighLevel Pro Tools
Jun 2024 - Present (2 years)
Directed global SaaS support operations across 110+ agents in 6 time zones, improving SLA adherence and operational consistency. Reduced response times by 40%, improved CSAT from 4.5 to 4.8, cut backlog by 90%, and lowered cost per ticket by 10% through queue restructuring, escalation optimization, and workforce balancing.
Customer Support Team Lead
HighLevel Pro Tools
Dec 2023 - Jun 2024 (6 months)
Managed multi-queue support operations ensuring SLA compliance, response quality, and operational consistency. Drove QA audits, coaching, and high-priority escalation handling while coordinating cross-functional issue resolution and support performance optimization.
Customer Support Representative
GoHighLevel
Aug 2023 - Dec 2023 (4 months)
Resolved high-volume customer issues via chat and email in a fast-paced SaaS environment while maintaining strong satisfaction and response quality. Supported operational efficiency by accurately resolving issues to improve customer retention outcomes.
Training & Knowledge Specialist
GoHighLevel
Sep 2022 - Aug 2023 (11 months)
Developed technical documentation, SOPs, onboarding guides, and training resources for global CRM users. Translated complex product updates into scalable educational materials to support onboarding and knowledge enablement for support and operational teams.
Customer Support Representative
GoHighLevel
Jun 2021 - Sep 2022 (1 year 3 months)
Provided technical and account-related customer support across CRM workflows and SaaS operations. Maintained strong customer relationships while consistently meeting service quality standards for recurring and complex support needs.
Education Coordinator
Britain International School
Jul 2017 - Jun 2021 (3 years 11 months)
Managed academic operations including student coordination, scheduling, and administrative processes. Delivered O-Level instruction and improved student performance and classroom engagement through structured teaching and coordination.
Education
Degrees, certifications, and relevant coursework
NCBA&E (National College of Business Administration & Economics)
Bachelor of Business Administration (Honours), Marketing
Completed a BBA (Hons) in Marketing at NCBA&E in Multan.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
Skills
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