Yasir User
@yasiruser2
Senior support leader scaling data-driven technical support operations for SaaS and fintech.
PakistanWhat I'm looking for
I lead customer support and technical support operations with 15+ years across SaaS, gaming, and fintech. I’m known for turning complex, reactive environments into structured, data-driven systems that improve resolution speed and product supportability.
At Epic Games, I designed a Salesforce–Slack–Jira/Asana escalation framework that reduced average response time by ~30% and resolution time by ~25%. I owned P0/P1 incident escalations, drove post-incident reviews with action plans, and tracked follow-through to ensure real operational improvement.
At Quixel, I led end-to-end Tier 2/Tier 3 support across all products, maintaining ~90% first-contact resolution in high ticket volumes in Zendesk. I built and operationalized Zendesk–Slack–Jira workflows, dashboards, and a knowledge base/FAQ library that reduced repeat inbound and strengthened SLA compliance.
I’ve also scaled support organizations and teams, including growing a 25-person single-tier team into a 150-person multi-functional organization at PayActiv. I combine executive reporting, workforce planning, and cross-functional collaboration with hands-on technical support leadership to deliver measurable CSAT, QA, and operational reliability.
Experience
Work history, roles, and key accomplishments
Designed and implemented a Salesforce–Slack–Jira/Asana escalation framework, reducing average response time by ~30% and resolution time by ~25% across fragmented channels. Owned P0/P1 incident escalations and operational dashboards, enabling technical support engineers to deliver 6+ tools/integrations and improving supportability with engineering.
Product Support Lead
Quixel
Jul 2020 - Dec 2023 (3 years 5 months)
Led Tier 2/Tier 3 technical support across Quixel products, maintaining ~90% first-contact resolution through code/script-level diagnostics and high-volume issue handling. Implemented Zendesk–Slack–Jira escalation workflows, built a knowledge base/FAQ that reduced repeat inbound volume, and delivered SLA/ticket trend reporting to leadership.
Scaled a support organization from 25 to 150 people within 12 months, managing 5 supervisors and 7 team leads across Tier 1, a dedicated Tier 2 technical group, Chat/Email, Phone, and Upselling. Led workforce planning and scheduling optimization, improving phone pickup rate from ~70% to 90%+ while driving measurable CSAT improvements across channels.
Global Support Administrator
Motive
Jun 2017 - Aug 2019 (2 years 2 months)
Coordinated cross-region support initiatives, ensuring performance metrics and delivery stayed on track across the global team. Served as operational anchor for a 200+ person distributed fleet/IoT support organization, aligning workflows and identifying risks early across fleet management, ELD compliance, and device/vehicle data support.
Education
Degrees, certifications, and relevant coursework
Allama Iqbal Open University
Bachelor of Commerce (B.Com.), Accounting and Finance
2013 -
Earned a Bachelor of Commerce in Accounting and Finance from Allama Iqbal Open University (2013).
Cambridge Board
Certified Accounting Technician, Accounting
2004 - 2007
Completed a Certified Accounting Technician program with the Cambridge Board (UK) during 2004–2007.
Tech stack
Software and tools used professionally
Availability
Location
PakistanAuthorized to work in
Job categories
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