Debojit B.

About Debojit B.

I believe the future of customer support isn\'t just about answering questions - it\'s about anticipating them. As the Support Lead at Digii, my mission is to pioneer this future, building an intelligent support organization that leverages AI to move from reactive problem-solving to proactive partnership. This is the next evolution of customer experience, and I\'m thrilled to be leading the charge.My journey here has been forged in the crucible of high-growth tech environments, including my foundational experience at Swiggy Dineout. It\'s where I developed the grit and calm resolve to lead teams through complex challenges, transforming support functions into pillars of operational excellence. My deep expertise in people management, process automation, and performance analytics - consistently improving metrics like First Response Time (FRT), First Contact Resolution (FCR), and CSAT - was about more than hitting targets. It was about building a resilient, data-driven foundation.Today, that foundation is our launchpad. My unwavering commitment is to harness that deep operational knowledge to build Digii\'s AI-powered support strategy from the ground up. By integrating intelligent tools with our proven workflows, we will not only enhance efficiency but also unlock new levels of customer insight and value.My vision is to build a support team that is a strategic asset to the business - a team that is synonymous with innovation and world-class customer advocacy in the SaaS industry.I am always open to connecting with fellow leaders and innovators who are passionate about the intersection of AI, customer experience (CX), and operational excellence. Let\'s build the future of support together.

Experience

1. Support Lead

   Digii

   Oct 2025 — Present · Bengaluru, IN

Education

• Mahatma Gandhi University (MGU), Meghalaya

  Bachelor's degree