Kriti S.

Senior CX operations professional with 10+ years across SaaS environments, including roles at SureSwift Capital, Pinnack, and Wipro Tech. I’ve built and led support functions end-to-end — not just handled tickets, but designed the systems behind them. --- What I do: - Support operations: SOP design, ticket routing, QA frameworks, CSAT/response-time tracking, team workflows - Team lead & QA: coaching support agents, running quality reviews, reducing repeat escalations, onboarding new hires - Customer onboarding: trial-to-paid conversion flows, onboarding playbooks, knowledge base architecture that actually deflects tickets - Tooling: Help Scout, Intercom, Zendesk, Notion, Slack, Loom, Trello — plus automation via Zapier and Make to eliminate repetitive ops work --- What I’ve done: - 95%+ sustained CSAT across multi-year SaaS engagements - Knowledge bases designed to deflect common queries and reduce repeat tickets - SOPs and QA frameworks adopted as standard operating practice across support teams I work best with early-stage and mid-stage SaaS teams where the CX function needs structure — not just someone to answer tickets, but someone to make the whole operation run cleanly. *** Available ~30 to 40 hrs/week, comfortable with PST/EST overlap, 100% JSS on Upwork *** If you need a senior operator to fix, build, or run a support function — not just staff it — let’s talk.