Varun Kumar

Background

About Varun Kumar

Experienced Customer Support Leader with over 16 years of proven success in building and managing high-performing support teams, resolving complex customer issues, and driving operational excellence across global time zones. I specialize in setting up customer service operations from the ground up—from selecting tools and platforms to defining processes, KPIs, and workflows that scale.Throughout my career, I’ve led teams of 200+ members, handled escalations with empathy and precision, and maintained key support metrics including CSAT, AHT, adherence, and productivity. My domain expertise spans Internet Service Providers (ISP) and Mobile Device Management (MDM), where I’ve helped customers resolve technical issues and collaborated closely with development, QA, and product teams to improve products and processes.As part of a Center of Excellence (CoE) initiative, I successfully rolled out standardized support processes across multiple regions, ensuring consistency and quality at scale. I also take pride in delivering personalized onboarding, live product demos, and acting as a trusted liaison between clients and internal teams.Tech-savvy and results-oriented, I bring hands-on experience with tools like Salesforce, Zoho CRM, Jira, Acefone, and Advanced Excel. Whether it’s solving a customer issue, coaching a team, or designing a support structure from scratch, I’m always focused on delivering impact through innovation and empathy.