tuheena ray
@tuheenaray
Built solo support ops for 500+ customers at 88–100% CSAT. Targeting remote Head of Support / Support Ops roles globally.
IndiaWhat I'm looking for
I’m a Senior Support Operations Specialist operating at the work scope of a Support Operations Manager, with deep experience running end-to-end support infrastructure for a fast-paced US-market SaaS platform through growth and acquisition phases. I’ve launched support from a blank slate, scaled it to 500+ customers, and sustained 88–100% CSAT as the sole operational owner for four years.
Most recently, I’ve owned end-to-end support operations for the Assembly platform through its post-acquisition phase, acting as the product authority bridging two organizations while protecting the customer experience during complex integrations. I engineered the agent enablement framework—workflows, escalation paths, and tooling guides—to compress ramp time and eliminate reliance on tribal knowledge.
During acquisition cutover, I preserved 100% support coverage for US-market SMB and enterprise customers with zero SLA breach or churn attributable to the transition. I surfaced and prioritized recurring product gaps using structured customer-impact data and authored the cross-functional support playbook adopted as the operating standard for the merged organization.
Earlier, I built the full support function from zero—workflows, escalation tiers, SLA structure, tooling stack, and knowledge base. As a Tier-3 escalation point, I used log analysis and structured data mapping to isolate integration anomalies, while owning the full ticket lifecycle and driving repeat-ticket reduction through pain-point pattern mining.
Experience
Work history, roles, and key accomplishments
Senior Customer Support Specialist
Assembly
Jan 2026 - Present (5 months)
Own end-to-end support operations through the post-acquisition integration, acting as the product authority to protect customer experience. Preserved 100% US-market support coverage with zero SLA breach or churn event and authored cross-functional support playbooks for the merged organization.
Product Support Specialist
Assembly
Jan 2022 - Jan 2026 (4 years)
Built the support function from scratch for a high-growth US SaaS startup, establishing workflows, escalation tiers, SLAs, tooling, and a knowledge base. Sustained 88–100% CSAT for four consecutive years and cut repeat tickets by translating recurring pain points into product fixes and improved documentation.
Customer Success Associate
Instahyre
Oct 2021 - Apr 2022 (6 months)
Owned end-to-end SaaS customer onboarding by running structured kickoff workflows and proactive milestone check-ins to improve time-to-value. Resolved technical escalations with Product and Engineering and built customer-facing workflow guides to increase self-serve resolution.
Inside Sales Team Lead
DataTrained
Oct 2020 - Mar 2021 (5 months)
Standardized onboarding, data tracking, and operational cadences for a learner-acquisition team across enterprise and SMB segments. Mentored team members on operational standards to lift adherence to quality benchmarks.
Senior L&D Analyst
Ask It Solutions Ltd
Jun 2018 - Mar 2020 (1 year 9 months)
Trained and certified multiple cohorts of support professionals on customer handling, communication standards, and operational processes. Authored training playbooks and process documentation used as a team reference standard.
Handled investment-portfolio inquiries across multiple CRM and operational systems while meeting strict SLA and regulatory compliance requirements. Maintained accurate, compliant customer support operations across service workflows.
Education
Degrees, certifications, and relevant coursework
Jamia Millia Islamia
Master of Arts in English Literature, English Literature
Pursued an M.A. in English Literature at Jamia Millia Islamia.
Atma Ram Sanatan Dharma College
Bachelor of Arts in English Literature, English Literature
Completed a B.A. in English Literature at Atma Ram Sanatan Dharma College.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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