Open to CX lead & support manager roles · Bengaluru / remote

The person your angriest customer ends up thanking.

I'm Priya Thomas — nine years in customer service, from the phone lines to leading a 25-person support team. 60,000 tickets, a 96% CSAT, and escalations I still volunteer for — because the hardest conversations are where loyalty is actually made.

Hire me Read the stories ↓

96%CSAT, career avg

60k+Tickets resolved

25Team led

–43%Repeat contacts, last role

What I do

Skills with receipts

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Escalation handling

Legal threats, social-media blowups, VIP complaints — de-escalated with honesty and ownership, not scripts and sorry-for-the-inconvenience.

Receipt: 0 escalations to legal in 3 years

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Team leadership

Hired, trained and led 25 agents across chat, email and voice — with attrition half the industry norm because coaching beats monitoring.

Receipt: 11% attrition vs 24% company avg

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Contact reduction

The best ticket is the one that never gets created. I mine ticket data for root causes and push fixes to product, ops and policy.

Receipt: repeat contacts down 43% in 12 months

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Knowledge & macros

Help-centre articles and reply templates that sound like a human wrote them — because one did, and she edits them monthly.

Receipt: self-service deflection up 28%

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Tools & ops

Zendesk, Freshdesk, Intercom, Aircall; SLA design, QA rubrics, WFM basics. Dashboards leadership actually opens.

Receipt: built QA rubric used by 4 teams

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Channels & languages

Voice, chat, email and social; English, Hindi and Malayalam. Comfortable being the 2 a.m. bridge call when it matters.

Receipt: 4.9/5 QA score, 8 quarters running

96%CSAT · career average

2.1hrAvg first response (email)

78%First-contact resolution

4.9/5Internal QA score

All figures from performance reviews and dashboards — happy to show the originals in an interview.

War stories

Three tickets I'm proud of

E-commerce · Diwali week

The 400-order pileup

A courier partner collapsed during peak week: 400 delayed orders, social media on fire. I wrote the honest mass-update (no "regret the inconvenience"), set up a compensation matrix, and personally called the 20 angriest customers. Churn from the cohort: under 3%.

Crisis → 4.6 CSAT

SaaS · billing bug

The refund we offered before they asked

A billing bug double-charged 180 customers overnight. We refunded proactively with a plain-language email before support opened. Result: 40 thank-you replies, 2 complaints, and a case study the CEO used at all-hands.

Proactive > reactive

Fintech · vulnerable customer

The call that took 90 minutes

An elderly customer convinced he'd been defrauded — he hadn't, but fear doesn't read FAQs. I stayed on, walked through every transaction, and set up account alerts with his daughter on the line. He still asks for me by name.

Patience is a skill

Photograph — headset era optional, smile mandatory

About

Why I stayed in support

Everyone treats customer service as the job you leave. I stayed — deliberately — because support is where a company's promises are either kept or exposed, and I like being the person who keeps them. The skills compound: nine years in, I can read a furious paragraph and find the one sentence that actually needs solving.

Now I lead teams: hiring for kindness, training for judgement, and building the systems (QA, knowledge, escalation paths) that let 25 people sound like one thoughtful human.

"Customers don't expect perfection. They expect ownership. Give them that and they forgive almost anything."

B.A. English · Christ UniversityZendesk admin certifiedSix Sigma yellow beltEN · HI · ML

Experience

2022 — NOW

Customer Experience Lead

Fintech scale-up, Bengaluru

Team of 25 across chat/voice/email · repeat contacts –43% · CSAT 94→96%.

2019 — 2022

Senior Support Specialist → Team Lead

E-commerce marketplace

Escalations desk owner; built the QA rubric and macro library still in use.

2017 — 2019

Customer Support Executive

SaaS startup, Kochi

Chat + email support; wrote the first 60 help-centre articles.

Managers & customers say

VP Operations

Priya's superpower is turning our worst moments into loyalty. Her Diwali crisis playbook is now the company standard — and her team would follow her anywhere.

VP Ops, fintech scale-upCurrent manager · reference available

Actual customer email

"I came to cancel my account. I'm writing instead to say whoever Priya is, give her a raise. First company that ever admitted a mistake without me forcing it."

Customer #48213Screenshot available, name redacted

Hiring?

Let's talk about your queue

Open to CX lead, support manager and senior specialist roles — on-site Bengaluru or remote. I reply within a day, references ready.

Emailpriya.cx@example.comFastest — inbox zero is a lifestyle

Phone+91 98765 04321

LinkedInlinkedin.com/in/priyathomas-cx9 recommendations, incl. 2 customers

RésuméDownload PDFOne page + metrics appendix

Notice30 days · negotiable for the right team