Ambarish M
Global Cx Operations Manager | SaaS | ITIL Certified | HR Enthusiast
- Role
- Manager - Customer Support at HighLevel
- Location
- Coimbatore, TN, IN
- LinkedIn followers
- 500 followers
About Ambarish M
A seasoned professional with an overall of 10+ years of work experience in marketing and operations roles with expertise in troubleshooting product issues, customer support, client onboarding, cross selling, customer acquisition and retention along with a proven ability to lead diverse team members for 7+ years.
Experience
Manager - Customer Support
Mar 2025 — Present · Coimbatore, IN
Currently leading a team of 10+ customer support agents, providing guidance, coaching, and development opportunities to ensure exceptional customer experiences to HighLevel\'s global customers- Driving key performance metrics, including- Monitoring and improving Speed to Finish (STF)- Enhancing Customer Satisfaction (CSAT)- Reducing Escalation Rate - Increasing CSAT Response Rate - Ensuring Productivity Adherence - Maintaining high Quality Assurance (QA) standards - Collecting and implementing feedback for continuous improvement- Overseeing live chat and Zoom support operations, ensuring seamless customer interactions and resolving product-related queries- Fostering a culture of learning and growth, providing regular feedback, training, and coaching to support agents- Managing Paid Time Off (PTO), team attendance/absences to ensure business continuity with adequate staffing and minimal disruption to global customer support operations.
Education
Vivekananda Vidyalaya Matriculation Higher Secondary School
High School
2009
Sri Ramakrishna Institute of Technology
Bachelor of Engineering, Mechanical Engineering
2009 — 2013
Panimalar Engineering College
Master of Business Administration , Marketing Management & Human Resource Management
2013 — 2015
Skills
- Relationship Management
- Operations
- Microsoft Excel
- Powerpoint
- Client Follow-Up
- Email Clients
- Communication Skills
- New Client Acquisitions
- Customer Satisfaction
- Content Acquisitions
- Microsoft Office
- Marketing
- Microsoft Powerpoint
- Customer Experience
- Product Support
- Customer Handling
- Teamwork
- Team Management
- Management
- Problem Solving
- Client Relations
- Customer Relationship Management (Crm)
- Human Resource Management
- Direct Client Interaction
- Start-Up Environment
- Interpersonal Skills
- Microsoft Word
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