Mudasir Z

About Mudasir Z

I have more than 12+ years of experience in customer service/success, product support, leadership, master data management, SaaS technologies, and organizational development. With my customer-focused approach and world-class support, I strive to lead high-performing teams in a competitive business environment.What am I specialized in:• Application/Product Support• Incident and Escalation Management• Customer Relationship Management• Customer Success and Service Orientation• Dive Deep and Problem-Solving• Ownership and Being Accountable• Hiring and team building• Stakeholder management• Quick to adapt to changing business and people\'s needs• SaaS ServicesWhat I do:• Responsible for leading a group of Support Team, Level 3 Support, and Customer Success representatives focused on resolving customer queries and delivering outstanding customer service across multiple product suites and hosted cloud environments.• Work on competing priorities under tight timelines and delivery pressures.• Provide world-class product support to our customers by working closely with them to understand their data-driven, complex environments and providing timely responses and creative solutions in a clear and concise way.• Provide Software as a Service (SaaS) to customers • Responsible for hiring and training subordinates.• Facilitate employee development through skills assessment and implementation; make sure that skills are available to meet current/future business needs.• Interpret and administer support policies and SLAs for team members. Ensure SLAs, KPIs, and NPS scores are met.• Monitor support metrics and adjust priorities according to needs.• Own and respond to escalated customer issues and resolve them in a timely manner.• Promote and maintain a high-quality, professional, service-oriented image among customers.• Provide leadership and direction to the team and contribute to the growth of services for high customer satisfaction.• Ensure correct information is provided to the Development team that allows them to make the needed changes to the product.• Build, develop, and maintain effective working relationships with teams across the business and identify areas of improvement to extend delivery capacity.

Experience

1. Customer Support Team Lead

   HighLevel

   Dec 2023 — Present

   As a Team Lead – Customer Support at HighLevel, I oversee support operations while driving excellence in customer experience. My role spans team leadership, product trainings, quality assurance, and data analysis—ensuring our team delivers consistent, efficient, and customer-centric support.I focus on empowering teams through coaching and training, monitoring performance for quality, and leveraging data insights to optimize workflows. By bridging customer needs with product capabilities, I aim to create seamless support experiences that build trust and long-term success.

Education

• University of Kashmir

  Bachelor's Degree

  2007 — 2010