Vasudevan Premkumar

About Vasudevan Premkumar

Over 16 years of leading global Customer Support & Experience teams across SaaS, B2B, CX, and enterprise environments. I specialise in building high-performing support organisations, transforming operations, scaling teams, driving CSAT, and enabling AI-led process efficiency.I have managed multi-regional support teams, developed support strategies, partnered with Product/Engineering, and driven operational excellence across Chat, Email, Voice, and Zoom-based support environments.What I bring as a Support Leader:Global Support Leadership (SaaS, CX, Enterprise)Support Operations, WFM Partnership & ForecastingEscalations & Incident ManagementAI/Automation, Contact Reduction & Self-Serve EnablementCSAT, SLA, AHT, FCR OwnershipSupport Strategy & TransformationHigh-performing team development & coachingKnowledge Base, SOPs, Playbooks & Process GovernanceProven impact: Improved resolution time by 19 mins Achieved 97% CSAT Reduced escalation rate below 6% Increased survey return rate above 50% Reduced churn, improved NRR and adoption Built leadership pipelines and L1→Manager growth paths Scaled support teams across multiple regions Partnered with WFM, QA, Product & Engineering for end-to-end operational efficiencyI thrive in environments where Support, Product, and Operations intersect — driving customer experience, support excellence, and organisational growth.

Experience

1. Senior Manager - Customer Experience

   HighLevel

   Jan 2025 — Present · Chennai, IN

   Directed, coached and overseeing large chat support teams, drivingimprovements in Resolution Time, CSAT, Escalation Rate, and Survey Return Rate to exceedorganisational benchmarks.• Hired, onboarded, and developed L1 agents and new managers, establishing structured career pathingframeworks and created a performance evaluation project that improved retention and Analyzed DSAT trends and root causes, implementing corrective action plans that significantly reduceddissatisfaction and enhanced the overall customer experience (CX).• Designed and executed organization-wide initiatives including Rewards & Recognition programs,process optimizations, and efficiency projects, improving employee morale and operationalperformance.• Partnered cross-functionally with Workforce Management, QA, and Product teams to refine supportprocesses, knowledge base, and escalation handling, boosting team productivity and reducing repeatcontacts.• Championed leadership development by providing regular coaching, feedback, and mentoring tofrontline managers, building a high-performing leadership pipeline and ensuring succession readiness.

Education

• VELS University

  Bachelor’s Degree, Electronics and Communications Engineering

  2005 — 2009

Skills

• Pre-Sales
• Confidence Building
• Team-Oriented
• Technical Support
• Flexible Working
• Extravert
• Flexible Schedule
• Team Oriented
• Troubleshooting