Mohit Mahesh Verma
Customer Support Operations Manager @Tekki Web Solutions Pvt. Ltd
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WORK HISTORY
Customer Support Operations Manager @Tekki Web Solutions Pvt. Ltd
Lead and manage a team of 10+ customer support executives, handling US-based daily operations and workload distribution- Oversee customer support for order inquiries, confirmations, transfers, cancellations, and post-purchase issues- Monitor SLAs, response times, and resolution quality to ensure service standards are met- Act as the primary escalation point for complex or high-priority customer issues- Ensure compliance with authorized ticketing platform policies and procedures- Coordinate with internal operations teams to ensure timely ticket fulfillment and issue resolution- Conduct performance reviews, coaching sessions, and training for team members- Create and improve support processes, SOPs, and workflows to enhance efficiency- Track KPIs and prepare support performance reports for management- Train, mentor, and evaluate team members to improve performance and service quality- Contribute to process improvement and workflow optimization for support operations
ABOUT MOHIT MAHESH VERMA
I am a Customer Support Team Lead with experience managing customer support operations and leading teams in fast-paced service environments.I currently manage a team of customer support executives, ensuring timely issue resolution, adherence to service standards, and consistent customer experience. My role involves coordinating daily operations, handling escalations, and working closely with internal stakeholders to maintain service quality.I focus on team performance, process improvement, and clear communication to build efficient and reliable support workflows. I believe strong customer support is driven by accountability, structured processes, and empathy for both customers and team members.
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