Sushant A.

🚀 I help companies design and scale Zendesk the right way, not just make it work, but make it reliable, measurable, and easy to operate as support grows. I’m a Service Systems Architect with 9+ years of hands-on Zendesk experience, working with startups, D2C brands, and enterprise teams. I’ve built and optimized support systems handling everything from early-stage setups to ~70,000 tickets/month omnichannel environments. I’ve worked with companies like Vimeo, Logitech, OLX, WeWork, Kaseya, Mobillium, and many more, and have experience supporting high-compliance workflows (KYC, fraud, VIP handling) ⚙️ What I Do Best ✔️ Zendesk Setup from Scratch (done right the first time) ✔️ Audit & Re-architecture of messy Zendesk instances ✔️ SLA design, escalation logic, and reporting accuracy ✔️ Omnichannel routing (email, chat, messaging, voice) ✔️ Automation design (triggers, automations, macros) ✔️ Zendesk Explore dashboards that leadership can trust ✔️ SSO (JWT), integrations, and API-based workflows ✔️ Migration from tools like Tawk.to, Freshdesk, etc. 🏆 Credentials & Recognition ✔️ Certified Zendesk AI Practitioner ✔️ Zendesk Support Admin Specialist ✔️ Official Zendesk Community Moderator ✔️ Hackathon Winner (Zendesk / Freshworks ecosystem) ✔️ Designed award-winning Omnichannel Routing system (~70K tickets/month) 🛠️ Product Thinking (Beyond Implementation) I’m also building ScriptRunner — a Zendesk-native automation platform. This gives me a deeper understanding of: - Where Zendesk works well out of the box - Where systems break at scale - How to design robust, future-proof workflows 🤝 If You’re Looking For - Someone who can clean up a messy Zendesk setup - Someone who can build from scratch properly - Someone who understands support operations, not just tools - Someone who thinks long-term, not quick fixes 👉 Then we’ll work well together.