Sreejith Nair

About Sreejith Nair

I’m a customer support and operations leader with a strong focus on building high-performing teams and delivering exceptional customer experiences in the SaaS ecosystem. Currently working with Rippling’s Finance – Spend Management product, I lead support initiatives that help businesses streamline financial operations while ensuring customers receive fast, accurate, and impactful resolutions.My experience spans customer support leadership, operational excellence, and cross-functional collaboration with product and engineering teams. I specialize in scaling support processes, improving resolution efficiency, and using data to drive continuous improvements in customer experience. By combining strong people leadership with structured operational frameworks, I focus on enabling teams to perform at their best while maintaining high service quality.Throughout my career, I’ve worked closely with product and engineering teams to surface customer insights, identify product improvement opportunities, and reduce friction points within the support journey. This approach helps ensure that support teams are not just resolving issues, but actively contributing to product evolution and long-term customer success.As a leader, I’m passionate about coaching and developing team members, creating a culture of accountability, and building support organizations that scale effectively with company growth. I believe great support is driven by empowered teams, clear processes, and a deep understanding of the customer’s needs.If you\'re interested in discussing customer experience strategy, support operations, or SaaS product support, feel free to connect.

Experience

1. Customer Support Manager

   Rippling

   Mar 2026 — Present · Bengaluru, IN

   Lead and manage the Spend Management Customer Support team, overseeing daily operations and ensuring consistent delivery of high-quality customer support.• Mentor and support team leads and specialists through coaching, feedback, and development initiatives to drive team performance and growth.• Monitor key operational metrics including productivity, SLAs, response times, and quality benchmarks to ensure service excellence.• Analyze support trends and performance data to identify opportunities for process improvements and operational efficiency.• Collaborate closely with cross-functional teams including Product, Engineering, and Operations to resolve complex customer issues and improve the overall support experience.• Identify recurring customer challenges and provide actionable insights to influence product improvements and workflow optimizations.• Strengthen internal communication and alignment across teams while reinforcing a customer-first culture within the organization.

Education

• Savitribai Phule Pune University

  Bachelor's degree, Computer Science

  2011 — 2016