At Freshworks, I lead and mentor a team of 30 support specialists who provide technical assistance and solutions to over 5000 customers. As a Customer Support Manager, I oversee the quality and efficiency of the support operations, ensuring that the customer satisfaction and retention rates are consistently high and aligned with the company's goals and values.I have a Bachelor of Engineering degree in Electronics and Communication Engineering from SSN College of Engineering, and I am certified in ITIL Foundation in IT Service Management. With over seven years of experience in the information technology and services industry, I have developed and implemented multiple support processes and best practices, using ITIL frameworks and tools, to improve the service delivery and performance of the support teams. I have also contributed to the development and enhancement of the product features and functionalities, based on the feedback and insights from the customers and the support specialists. I am passionate about delivering excellent customer service and creating value for the company and the customers.