From Melbourne to New Delhi, I’ve grown across roles in support, operations, and leadership.

Manager - Technical Support

As Manager of Customer Support at AfterShip, I lead a team of 10 Level-1 support agents responsible for assisting a global customer base of over 9,000 businesses, including 50+ enterprise clients. My day-to-day involves coaching, performance tracking, and ensuring SLA compliance while streamlining processes through SOPs and knowledge sharing.

AfterShip is a SaaS platform that makes post-purchase experiences better — from real-time shipment tracking to hassle-free returns and shipping automation.

Impact

I developed a Chrome extension that automated repetitive workflows, saving the team 10+ hours weekly. I accelerated onboarding by achieving subject matter expertise in half of our core SaaS products within my first month. I also built and presented data-driven reports on CSAT, SLA adherence, and ticket trends to leadership, ensuring visibility and accountability. Beyond operations, I empowered my team to take part in cross-functional projects that contributed to revenue growth and improved customer experience.

Senior Manager - Support Operations

As Senior Manager of Customer Support at Backlight, I led a cross-functional team of Level-1 and Level-2 support professionals, ensuring seamless operations across four SaaS products. I worked closely with enterprise clients such as Sony, Warner Bros., and American Business Journals, providing tailored technical solutions while maintaining high customer satisfaction. A big part of my role involved mentoring team members, handling complex escalations, and overseeing incident management for high-priority issues.

Backlight is a global media technology company that provides a suite of SaaS products for video creation, streaming, and management. Its platforms are trusted by leading media and entertainment brands to deliver high-quality content experiences.

Impact

I successfully managed the end-to-end migration from HubSpot and Intercom to Zendesk, building custom scripts to automate workflows and significantly accelerate delivery. I generated data-driven reports using Zendesk Explore to uncover trends, track KPIs, and continuously improve team performance. I also expanded both the internal and external knowledge bases to boost onboarding efficiency and case deflection. By driving these initiatives, I not only improved customer outcomes but also built stronger, long-lasting relationships with major enterprise clients.

Team Lead - Application Support

As Team Lead for Application Support at Backlight, I managed a growing support team responsible for delivering technical assistance across multiple SaaS products. My role required balancing hands-on problem solving with leadership — mentoring engineers, ensuring smooth day-to-day operations, and guiding the team through escalations. I also acted as a bridge between support, product, and engineering teams, helping to translate customer challenges into actionable improvements.

Impact

During this role, I played a key part in strengthening workflows and processes that enabled the team to handle increasing support volume efficiently. I provided direct mentorship to newer engineers, ensuring knowledge transfer and skill development. I also contributed to refining internal documentation and SOPs, helping standardize troubleshooting approaches. These efforts laid the groundwork for the higher efficiency and customer satisfaction improvements I continued to drive as I moved into a senior management role.

Support Engineer

As a Support Engineer at Backlight, I provided technical support across multiple SaaS products, working directly with customers to troubleshoot issues, resolve escalations, and ensure smooth product adoption. I collaborated closely with product and engineering teams to replicate bugs, provide detailed feedback, and ensure that fixes were delivered quickly. My role demanded strong problem-solving skills and clear communication to balance customer needs with technical accuracy.

Impact

In this role, I built a strong foundation in customer success and technical troubleshooting, which later prepared me for leadership positions. I contributed to maintaining high SLA compliance and customer satisfaction scores by consistently resolving complex cases in a timely manner. I also supported the knowledge base expansion by documenting solutions and best practices, helping improve case deflection and onboarding for both customers and new team members.

Technical Support Officer

As a Technical Support Officer, I was responsible for supporting internal IT systems and resolving technical issues across the organization. My role involved maintaining software and hardware infrastructure, assisting employees with day-to-day system challenges, and ensuring smooth operation of IT services.

Shankar Polymer Pvt. Ltd. is a manufacturing company specializing in polymer-based products. The company delivers solutions for industrial applications, with a focus on product quality and operational reliability.

Impact

During my tenure, I streamlined basic support processes, reducing downtime for internal teams. I also gained valuable experience in troubleshooting and problem-solving within a fast-paced manufacturing environment. This role provided me with a strong grounding in IT support fundamentals, which became the stepping stone for my later transition into SaaS and global support operations.

Service Desk Analyst

I worked with Probe CX in two capacities — as a Service Desk Analyst & Developer, and earlier as a Disconnection Specialist. In these roles, I gained hands-on experience in both customer-facing and technical problem-solving functions. As a Service Desk Analyst & Developer, I provided IT support, developed internal tools, and ensured smooth operations of core systems. In my earlier role as a Disconnection Specialist, I handled customer service interactions, helping clients manage account changes and service requests.

Probe CX is one of Australia’s leading customer experience and business process outsourcing providers, delivering support, sales, and back-office solutions across multiple industries. With a strong presence in Australia and beyond, Probe CX partners with organizations to streamline operations and enhance customer engagement.

Impact

At Probe CX, I developed my first automation scripts and support tools, which improved efficiency for internal teams. I also honed my communication skills by working directly with customers, balancing empathy with accuracy to resolve service issues. These experiences gave me a strong foundation in both technical troubleshooting and customer experience — skills that became central to my career growth in SaaS support and team leadership.