Saurabh Shah
Building Spyne | CEx Leader | IIM Indore | Ex-Cars24
- Role
- Leading Support & Success Excellence at Spyne
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Saurabh Shah
Customer Experience Leader with 10+ years of experience building and scaling high-impact initiatives across fast-growing startups. I specialize in leading cross-functional programs that improve customer satisfaction, optimize operations, and drive measurable business outcomes.At CARS24, I lead a 30-member team across CX, support, and special projects. My focus has been on solving real customer problems at scale — reducing RC transfer turnaround by 55%, grievance TAT by 50%, and lifting NPS from 10% to 55%. I act as the internal Zendesk SME, and collaborate deeply with Product, Tech, Ops, and Legal teams to execute programs with precision and pace.Whether it’s redesigning workflows, turning VoC into actionable insights, or aligning stakeholders across silos, I thrive at the intersection of strategy, systems, and customer empathy.Currently pursuing an ePGDM in General Management & AI from IIM Indore to sharpen my lens on business, AI, and leadership.Always open to connecting with like-minded professionals who believe in building with heart, hustle, and clarity.
Experience
Leading Support & Success Excellence
Jul 2025 — Present · Gurugram, IN
Education
Indian Institute of Management, Indore
EPGDM, General Management & AI
2024 — 2026
Rajasthan Technical University
Bachelor's degree, Electrical and Electronics Engineering
2013 — 2017
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