Kashyap R

About Kashyap R

Strategic Operations and Customer Experience Leader with 15+ years of success in scaling service delivery functions, driving process excellence, and enabling revenue growth across global fintech and technology environments. Recognized for leading high-performing, diverse teams across multiple geographies with a consistent record of surpassing KPIs including CSAT, NPS, FCR, and Quality. Skilled in managing complex market transitions, deploying AI-powered multilingual support solutions, and building long-standing client partnerships through collaborative, trust-based stakeholder engagement. Known for a thoughtful, outcome-oriented leadership approach that combines clear-headed decision-making with people-first execution. Brings unwavering focus, integrity, and a deep sense of accountability to building resilient, adaptive operations that meet evolving customer and business needs.

Experience

1. Manager - Customer Support

   PayPal

   Apr 2023 — Present · Bengaluru, IN

   I lead Multi-geographic service delivery for India, Germany and Netherlands markets, managing a 170+ member team and 2M+ annual contacts across phone and messaging channels. I drive performance across payments, disputes, risk, and regulatory support while consistently achieving KPIs (NPS, CSAT, FCR, Quality, AHT, Shrinkage). Enabled revenue generation through cross-sell in cross-border payments and partnered with stakeholders to drive KYC following an in-principle approval for the Payment Aggregator – Cross Border Exports license. I also advocate AI adoption by integrating Unbabel for multilingual support and conducting workshops on AI capabilities, enabling teams to build AI assistants that streamline workflows and improve efficiency.

Education

• Indian Institute of Management, Lucknow

  Sr. Leadership Program

• National College

  BCA, Computers

  2007 — 2010