Vijay Thakor

Background

About Vijay Thakor

Customer Support & Success professional with 9+ years of experience across SaaS, Telecom, and Travel industries, I bring a strong blend of people leadership, customer-centric strategy, and process innovation to every role. Currently, I lead support operations at CallHippo, where I drive customer satisfaction, streamline workflows, and build high-performing support teams across B2B and B2C segments.A key part of my recent success has been leveraging AI and automation tools to optimize our support function. I have: Implemented AI-driven ticket triaging and chatbot systems, significantly reducing first-response time Used automated reporting and analytics to enhance performance tracking and decision-making Streamlined repetitive tasks through AI workflows, leading to a reduction in team size while improving efficiency and service quality Introduced customer intent prediction tools to proactively address user issues and reduce churnBeyond AI, I’ve led cross-functional collaborations with product and engineering teams, worked closely with pre-sales departments, and consistently improved key metrics like CSAT, FCR, and average resolution time.My career journey — from frontline support to Customer Support Manager — has equipped me with a deep understanding of customer behavior, scalable service design, and the power of proactive support in driving loyalty and retention.Core Skills: Team Leadership & Coaching AI-Powered Support Automation Incident & Escalation Management Workflow & Process Optimization Cross-Functional Collaboration B2B/B2C SaaS Customer Engagement Pre-Sales & Post-Sales SupportI’m passionate about transforming support functions into strategic business assets and constantly seek innovative ways to improve customer experience while aligning with business goals.If you're looking to connect with a tech-savvy, automation-minded customer experience leader, feel free to reach out — always open to conversations around growth, leadership, and global opportunities.