varun satyaprakash
@varunsatyaprakash
Customer Success Team Lead who improves SLA performance, leads teams, and resolves customer queries fast.
IndiaWhat I'm looking for
I’m a Customer Success Team Lead with over 6 years of experience in the customer support industry, and I’m passionate about creating loved and trusted products that help people navigate their careers. At Bright Money, I manage the Customer Success team handling chats, emails, and calls to deliver excellent service and help customers achieve their goals.
I’ve improved overall service performance—boosting efficiency of the overall service level agreement by 15%, maintaining zero abandonment rate, and ensuring 100% SLA adherence for emails within 24 hours. I also lead team development through QA audits (scores above 85%), coaching and mentoring, and process automation, including Slack-based automations and AI integration to resolve queries quicker; I reduced email first response time from 62 hours to 23 hours and lowered AHT from 13 minutes to 8 minutes.
Experience
Work history, roles, and key accomplishments
Team Lead, Customer Success
Bright Money
Dec 2024 - Present (1 year 7 months)
Led a Customer Success team of 20 associates and 2 subject matter experts within an omnichannel support operation. Managed Freshdesk/Freshchat/Freshcaller queues, maintained zero abandonment for chats and calls, improved SLA adherence, and reduced email first response time and average handling time through process revamps and automations.
Customer Experience Team Lead
Slice
Oct 2021 - Dec 2024 (3 years 2 months)
Led a Customer Experience team of 20 to deliver customer service within agreed service level agreements. Managed inbound queries, trained new hires, escalated issues to backend teams, and tracked reports to improve performance.
Customer Service Representative - Real Estate
Grexter Living
May 2020 - Nov 2020 (6 months)
Provided customer support for service-based issues with responsibility for handling and closing tickets within service timeframes. Answered product and service questions, supported internal and external customers, and handled customer telephone calls to avoid delays.
Customer Support Executive
Bounce
Feb 2019 - Feb 2020 (1 year)
Handled high volumes of customer calls while meeting company support parameters and maintaining customer satisfaction. Used troubleshooting resolution trees to resolve technical issues, opened accounts by recording account information, and managed customer inquiries with empathetic relationship building.
Customer Service Representative
Quick Ride
Oct 2018 - Feb 2019 (4 months)
Provided customer support for product and service information and responded to requests related to seller inventory, shipping, payments, and buyer complaints. Supported sellers with refunds, followed up after resolved issues, and handled inbound telephone calls.
Senior Operations Associate Customer Support
Grexter Living
Nov 2020 - Present (5 years 8 months)
Managed customer support and operations activities to ensure buildings were occupied at targeted levels. Streamlined office operations, handled customer communications, coordinated suppliers and project progress, and produced reports with recommendations.
Education
Degrees, certifications, and relevant coursework
Pace PU College
Pre-University Education, Pre-University Education
2012 - 2014
Completed pre-university education at Pace PU College from 2012 to 2014.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring varun?
You can contact varun and 90k+ other talented remote workers on Himalayas.
Message varunGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
