Utkarsh Abhishek

About Utkarsh Abhishek

I’m a Product Support Leader and Customer Experience Innovator with over a decade of experience across e-commerce, logistics, and SaaS platforms. My journey spans building high-performing contact centers, designing scalable support processes, and now leading AI-driven transformations that redefine how businesses deliver customer care.At Anchanto, I spearhead AI-powered support initiatives from creating a centralized AI knowledge hub to developing custom LLM models that boost agent productivity and improve resolution speed. My work bridges engineering, product, and customer support, ensuring customers experience seamless service while teams gain smarter tools.I’m a Product Support Leader and Customer Experience Innovator with over a decade of experience across e-commerce, logistics, and SaaS platforms. My journey spans building high-performing contact centers, designing scalable support processes, and now leading AI-driven transformations that redefine how businesses deliver customer experience.Career highlights:• Set up customer experience centers for large-scale operations at MOVIN Express and IntelligentDX.• Built WhatsApp AI chatbots and CRM automations that reduced support tickets by 13% and enhanced engagement.• Designed SOPs and performance frameworks that improved SLA adherence, FCR, and customer satisfaction across global teams.• Mentored and scaled cross-regional support teams (APAC, EMEA) while driving cultural transformation.My passion lies in blending human empathy with AI efficiency — ensuring that automation doesn’t replace the human touch, but empowers it.I’m always open to conversations on AI in CX, product support innovation, and building world-class customer operations.

Experience

1. Associate Manager Product Support

   Anchanto

   Jan 2026 — Present · Pune District, IN

   Lead and mentor a team of product support specialists to deliver high-quality technical and functional support for Anchanto’s eCommerce and warehouse management platforms.• Manage global product support operations for Anchanto’s supply chain and eCommerce SaaS solutions.• Collaborate with Product, Engineering, and Customer Success teams to troubleshoot complex issues and drive product improvements.• Maintain product documentation, troubleshooting guides, and knowledge base articles for internal and external users.• Implement AI-driven support workflows and automation tools to improve ticket triaging, response time, and issue resolution.• Contribute to digital transformation initiatives across the product support function.

Education

• Rabindranath Tagore University

  Bachelor of Business Administration - BBA, Business Administration and Management, General