Vinay Sharma

About Vinay Sharma

Hey there! I’m a people-first leader who’s been lucky enough to spend my career turning customer challenges into success stories. As a Director of Customer Support, I get to blend strategy, empathy, and data to build teams that deliver not just solutions — but memorable experiences.Over the years, I’ve led support operations across fast-paced, high-growth environments, scaling teams, refining workflows, and setting up systems that keep customers happy without burning out the team. My philosophy is simple: happy teams create happy customers. That means investing in training, fostering collaboration, and giving people the tools they need to do their best work.Outside of work, you’ll find me trading notes with other CS leaders, staying curious about emerging tech, and finding new ways to make customer support a true growth driver for the business.If you’re ever up for swapping stories about scaling teams, improving NPS, or just geeking out over customer success — let’s connect!

Experience

1. Director of Customer Support

   Callhub

   Jan 2022 — Present · Bengaluru, IN

   Aligning support strategy with the expected business outcomes & other teams\' strategyFocusing on customer loyalty program & journey map, then decide the expansion pathRepresenting the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organizationDiversity, Inclusion & Belonging: A focus on gender parity, Team Member Resource Groups, other initiativesAnticipates factors that could impact CallHub strategies and its position in the marketplace.Demonstrates Values & Ethics, including the Code of Conduct in personal behaviorDemonstrating Well Written Artifacts, Handbook First, Single Source of Truth, Producing & writing content.Applying analytical rigor to our CS discipline using data to inform the right initiatives and tactics to pursueRunning Customer Advisory BoardsDeep understanding of industry, audience, and customer persona(s)Set the Vision & Mission for Customer Support

Education

• Guru Nanak Dev University

  Bachelor's degree, Mathematics and Computer Science

• Apeejay Institute of Management & Technology

  Master of Computer Applications (MCA), Computer Science

  2007 — 2010

• International Software Testing Qualifications Board

  Certified Tester- Foundation level, Computer Software Technology/Technician

  2016 — 2016

Skills

• Functional Testing
• Html
• Networking
• Software as a Service (Saas)
• Cloud Computing
• Customer Relationship Management (Crm)
• Test Automation
• Php
• Agile Methodologies
• Management
• Technical Support
• Team Leadership
• Sql
• Linux
• Help Desk Support
• Mysql
• Customer Service
• Training
• Testing
• Apache
• Manual Testing
• User Acceptance Testing
• Team Management