With over 18 years of expertise in customer support, service delivery, and quality management, I currently hold the position of VP of Support at Hiver, a leading SaaS company renowned for its Gmail-based collaboration platform. At the heart of my mission is the commitment to craft and deliver outstanding customer and employee experiences that foster loyalty, satisfaction, and organizational growth. In my role as VP, I spearhead the development and implementation of a comprehensive customer support strategy aligned with our company's business objectives. I provide visionary leadership to the customer support team, establishing clear goals and performance metrics, while fostering a customer-centric culture throughout the organization. My commitment involves ensuring the alignment of the support team with brand promises and industry best practices. I continually assess industry trends and best practices, implementing changes and innovations to elevate customer experiences and meet revenue goals. Leading a 24/7 support operation, our team has achieved an outstanding 9.3 quality of support G2 ranking, solidifying our position as an industry leader. My background includes overseeing global support vendor operations for Symantec, managing 650+ members across diverse regions and contact centers. My dedication to continuous learning and sharing valuable insights in the realms of customer and employee experience fuels my passion for driving positive change. I welcome further conversation and collaboration at Shankar@hiverhq.com. ✉️🚀