Looking for a job

Vignesh Selvaraj

@vigneshselvaraj1

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I turn support escalations into prioritized product and CX improvements.

India

Message

What I'm looking for

I'm open to Support Operations, Escalation Management, and CX Insights roles where I can turn customer feedback, support data, and recurring issues into clear product priorities and lasting improvements.

At Truecaller, I own L1 and L2 escalations, brand response, and pre-release validation for a global consumer mobile app. I handle 250+ daily contacts across chat, email, and social at 95% CSAT, while reproducing defects and filing bug reports that have shipped as fixes.

I use BigQuery, Brandwatch, and Appbot to turn support tickets, reviews, and social conversations into a voice-of-the-customer view. I bring recurring issue costs and prioritisation recommendations to leadership monthly, catching complaint spikes before they become larger problems.

Previously, I supported SaaS merchants at Cartrabbit, built standardised AI-assisted response templates for a medical-education platform at Neuroglia Health, and diagnosed Telstra network faults at Tech Mahindra with 97% first-contact resolution. I’m most useful at the seam between support and product, turning customer noise into a ranked list of what to fix first.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent — Escalations & Social Media

Current

Truecaller

Apr 2025 - Present (1 year 5 months)

Own L1 and L2 escalations, brand response and pre-release validation for a global consumer mobile app.

• Handle L1 and L2 escalations across chat, email and social — 250+ contacts a day at 95% CSAT, consistently above team target.
• Analyse support, review and engagement data in Google BigQuery to quantify the user impact of recurring issues, presenting prioritisation recommendations to leadershi

BigQuery Brandwatch Appbot Freshdesk Freshchat Meta Business Suite Social Listening Sentiment Analysis Escalation Management

Customer Support Intern — SaaS

Cartrabbit

Mar 2024 - Jan 2025 (10 months)

B2B SaaS support for a Shopify and WooCommerce app business.

• Supported 100+ merchants on Shopify and WooCommerce integrations — installation, configuration and product adoption.
• Worked directly with the Product Lead, translating recurring merchant friction into product and documentation changes that shipped.
• Owned support performance reporting and the help-documentation set, rewriting the a

Customer Care Executive

Neuroglia Health Private Limited

Dec 2022 - Feb 2024 (1 year 2 months)

Learner support for a medical-education platform through peak exam season.

• Resolved learner queries across chat and email, sustaining 90% CSAT under peak-season volume.
• Built the AI-assisted response templates the team standardised on, cutting handling time and the answer-to-answer variation driving repeat contacts.
• Reported defects and usability gaps from product validation.

Recognised as

Technical Support Associate — Telstra (Network & Modem)

Tech Mahindra

Oct 2021 - Apr 2022 (6 months)

Broadband network and modem fault support for Telstra customers in Australia.

• Diagnosed and resolved network and modem faults at 97% first-contact resolution.
• Coordinated with network and field teams on faults that could not close on the first call, owning each contact until the customer was back online.