Open to opportunities

Yashashya Pandit

@yashashyapandit

Technical SaaS Support Lead building AI automation and support intelligence to reduce load and drive product roadmap impact.

India

Message

What I'm looking for

I’m looking for a SaaS environment where I can lead technical support, own L2 escalations, and scale AI automation + analytics. I want cross-functional trust with Product/Engineering and measurable outcomes like CSAT, deflection, and faster resolution.

I’m a Technical SaaS Support Lead with 7+ years in SaaS, leading a global team of 10–12 Product Support Specialists across Tier 1 and Tier 2 operations. I own complex L2 escalations—API integrations, workflow configurations, and technical edge cases—serving as the triage layer between customer impact and Engineering.

I build and deploy AI automation to eliminate repetitive work before it reaches my team, including production AI systems in Jira and a real-time analytics framework that shaped 4+ product roadmap decisions. I maintain consistent 5.0 CSAT for 18+ consecutive months, delivered 25% sustained ticket deflection without headcount increase, and cut average resolution time by 40%. I also lead enterprise-scale migrations (1,300+ users) and invest in workforce management, quarterly capacity planning, knowledge base architecture, and mentoring so teams stay proactive, independent, and SLA-ready.

Experience

Work history, roles, and key accomplishments

Current

Technical SaaS Support Lead

Current

OnceHub

Apr 2023 - Present (3 years 2 months)

Led global Tier 1–2 support and owned complex L2 escalations for API integrations, workflow configuration, and technical edge cases, maintaining 5.0 CSAT for 18+ months. Built a Jira production AI automation agent and a real-time AI analytics framework, enabling 25% sustained ticket deflection, 40% lower average resolution time, and a 1,300+ enterprise user migration with zero service disruption.

Support Operations Escalations Jira AI Automation Team Leadership Capacity Planning

Senior Product Support Specialist

OnceHub

Dec 2022 - Apr 2023 (4 months)

Served as the escalation point for critical technical issues including API integrations, workflow configuration errors, and complex edge-case troubleshooting. Partnered with Product to translate customer feedback into 3+ roadmap priorities and supported key account onboarding and success initiatives.

Tier 2 Support API Integration Customer Success Stakeholder Management Jira Documentation SLA And CSAT Ownership

Technical Support Specialist

OnceHub

Apr 2022 - Dec 2022 (8 months)

Delivered Tier 1 chat and screen-share support across platform features and authored documentation for 40+ common issue types that became the internal knowledge base. Optimized enterprise Zapier workflows to achieve measurable time savings.

Tier 1 Support Troubleshooting Zapier Jira Workflow Optimization

Technical Support SME

Electronic Arts

Dec 2019 - Apr 2022 (2 years 4 months)

Acted as SME for flagship EA products and coached a rotational support floor of 30–40 advisors on issue resolution, empathy practices, and QA standards. Maintained above 95% quality assurance and CSAT across customer-facing interactions for 2+ years.

Subject Matter Expertise Quality Assurance CSAT Customer Support Training Facilitation Quality Control Knowledge Sharing

Front Office Associate

Radisson Blu

Nov 2018 - Dec 2019 (1 year 1 month)

Delivered five-star service in high-volume front-office operations, managing guest escalations and contributing to internal SOP development. Owned complex end-to-end guest issues and supported service quality in daily operations.

Customer Service GUEST OPERATIONS Escalations SOP Development Service quality Communication Skills Quality Assurance High Volume Management