Pooja Londe

• Strategic professional with wealth of experience in designing and managing global 24/7 customer support operations across APAC, AMS, and EMI for SaaS and technology organizations, consistently improving CSAT, NPS, FRT, and MTTR while delivering measurable business impact.

• Currently Head of Customer Support (APAC & AMS), Celonis, leading end-to-end support operations, enabling cross-regional alignment, supporting subscription processes, driving automation initiatives, and strengthening customer retention and engagement.

• Team Leadership & Development Expert, building and leading high-performing teams from recruitment through onboarding, training, skill development, and performance management, fostering a culture of accountability, service excellence, and seamless cross-regional collaboration.

• Process, Automation & AI Specialist, experienced in implementing workflow improvements, CRM integrations, and AI-driven self-service to increase efficiency, reduce manual effort, enhance response times, and drive measurable business results.

• Data & Analytics Professional with advanced Power BI and reporting expertise, creating dashboards and actionable insights to monitor KPIs, track productivity, and support proactive operational and strategic decisions.

• Cross-Functional Collaboration & Escalation Leader, skilled at partnering with Product, Engineering, Sales, and Marketing to manage critical escalations, provide structured customer feedback, and influence product roadmaps.

Customer Experience Strategy

Global Support Operations Management

Team Leadership & Development

Process Improvement & Optimization

Automation & AI-Driven Solutions

KPI & Performance Management

Cross-Functional Collaboration

Escalation & Critical Issue Management

Data Analytics & Reporting

SaaS & Subscription Management

Strategic Planning & Execution

Change Management

Customer Engagement & Retention

Operational Excellence & SLA Management

• Scaled Global Support Operations: Expanded support coverage across multiple regions while maintaining SLA compliance and consistently high customer satisfaction.
• Enhanced Customer Experience Through Automation: Introduced AI-driven self-service and automated workflow, notably improving response times and resolution efficiency.
• Implemented Data-Driven Performance Programs: Developed a KPI monitoring and coaching framework that boosted team productivity and elevated overall customer experience.
• Strengthened Cross-Functional Collaboration: Established structured feedback loops between Support, Product, and Engineering teams, reducing recurring customer issues and accelerating product enhancements.

Optimized Onboarding & Training Processes: Designed a comprehensive onboarding and upskilling program for new hires, improving team readiness and first-contact resolution quality