I’m Vijay Chandran, a seasoned Senior Manager with over 15 years of experience in SaaS customer support, specializing in optimizing team performance and delivering exceptional customer experiences. My career spans leadership roles at Project44, HyperVerge, Sprinklr, and more, where I’ve driven operational excellence, achieving a 93% CSAT score and boosting First Call Resolution by 15% through strategic process improvements, Lean Six Sigma and ITIL principles. I’m skilled in coaching global teams, managing KPIs like SLAs and SLOs, and leveraging tools like Jira, Salesforce, Zendesk, and Power BI to enhance support operations. My passion for mentorship shines through in my work, from training new hires to reduce onboarding time by 50% to guiding support engineers and students via career coaching sessions. I hold a BE in Computer Science from Cochin University and a Generative AI Leadership certification from Vanderbilt University. On Topmate, I offer insights on customer support leadership, career growth in tech, and strategies to excel in SaaS environments. Whether you’re a student, support engineer, or aspiring leader, I’m here to help you navigate your tech journey with practical advice and actionable strategies. Let’s work together to turn your goals into reality!