Senior Technical Support & Customer Success

I turn broken customer moments into resolved ones — at scale.

6+ years supporting global gaming and SaaS products through high-volume technical troubleshooting, escalation reduction, and team leadership — now building AI-powered tools to do it faster.

Get in touch View résumé ↗
100+TICKETS / DAY
30%ESCALATION ↓
4TEAM LED
4×R&R AWARDS
Headshot of Thamim M
Thamim M
Escalation funnel // live
escalated: 42resolved: 0
About Me

Support-first, systems-minded.

I've spent over six years in the trenches of gaming and SaaS support—triaging high-volume queues, slashing escalations, and leading teams through complex ticket spikes. I don't just manage workflows; I build them. On the side, I design and develop the kind of tools the frontline actually needs, from AI assistants and macro generators to booking platforms. I care about the same thing in both customer service and engineering: turning a chaotic, broken moment into a resolved one, quickly and without drama.

Career History

Work Experience

Senior Consultant, Technical Support

Oct 2019 – Feb 2026
IntouchCX · Bangalore
  • Resolved 100+ customer support tickets daily via email for a live gaming platform, consistently meeting SLA targets and sustaining high CSAT scores across a 6-year tenure.
  • Led a team of 4 support consultants, mentoring on troubleshooting and process improvements that measurably reduced escalation rates by 30% and improved first-contact resolution.
  • Conducted Root Cause Analysis (RCA) on recurring technical incidents, feeding fixes back to engineering and reducing repeat ticket volume for known issues.
  • Delivered technical training sessions for internal teams, cutting dependency on senior-level escalations and raising team-wide troubleshooting capability.
  • Authored and maintained Knowledge Base articles and troubleshooting guides, enabling customer self-service and improving agent productivity.
  • Managed account issues, gameplay errors, payment disputes, and in-game purchase concerns using Salesforce Service Cloud, Zendesk, Helpshift, and Jira.
  • Collaborated with Community Management to monitor social channels, proactively flagging emerging technical issues and service outages before ticket spikes.
  • Analyzed support and performance data to identify player churn trends, contributing directly to Quality Assurance initiatives.
  • Handled sensitive customer account and payment information while maintaining 100% compliance with GDPR and internal security policies.
  • Successfully brought a major client's support queue in-house, contributing to the transition through issue-resolution quality and process documentation.

Customer Relationship Officer, Retention

Aug 2018 – Aug 2019
Hinduja Global Solutions · Bangalore
  • Delivered customer retention and technical support through voice and email channels, resolving billing, payment, and service-related issues.
  • Processed payments and billing requests accurately, minimizing disputes and repeat contacts.

Career Break — Family Health Care Responsibilities

Sept 2016 – Aug 2018

Stepped away from full-time work to care for a family member through a serious health situation.

Content Creator / Analyst

Feb 2015 – Sept 2016
Softwits Startup Technology · Bangalore
  • Created SEO-optimized blogs, web content, email campaigns, and social media content that increased online visibility and strengthened brand engagement for a growing technology startup.
  • Executed SEO initiatives, including keyword research and on-page optimization, to improve organic visibility.
Applied AI & Self-Built Products

Technical Projects

Live · AI support tooling

NexaSupport AI

A working AI-powered customer support assistant built on the Groq API (Llama 3.3 70B), integrated with REST APIs to deliver real-time conversational support with escalation-aware workflows across five support categories.

View live demo ↗ Source ↗
Full-stack · Node.js, REST API

DriveMate

A full-stack car rental and driver booking platform with separate customer, driver, and admin interfaces — featuring secure booking lookup via phone verification and real-time admin approval workflows for driver and vehicle assignment.

Source ↗
Live · HTML/CSS/JS, Groq API

MacroForge

An AI-powered macro generator for support teams — produces tone-tuned, Zendesk-style macros with variable placeholders, a searchable library, and CSV export. Deployed as a zero-backend static site on GitHub Pages, turning repetitive ticket replies into ready-to-send drafts in seconds.

View live demo ↗ Source ↗
Core Competencies

Skills & Tools

Customer Success & Support

Escalation Management Customer Retention SLA & Queue Management De-escalation GDPR Compliance Quality Assurance

CS Platforms & Tools

Zendesk Helpshift Salesforce Service Cloud Jira Tableau

Technical & AI Skills

Python SQL REST APIs Git / GitHub Groq API Root Cause Analysis
Academic Background & Certifications

Education

M.Tech, Computer Science & Engineering

B.S. Abdur Rahman University, Chennai · 2014 · CGPA 7.75

B.E., Computer Science

Mohamed Sathak Engineering College, Kilakarai · 2012 · CGPA 6.94

Research Publication

Published a research paper on Wireless Sensor Networks and presented it at the Research Trends in Computer Applications and Information Management (RTCAIM) National Conference, Bangalore.

Information Security Analyst — NASSCOM

Skill India Digital Hub · Cybersecurity fundamentals & security best practices

Jul 2026

Salesforce Trailhead

Service Cloud / Customer Success

Jul 2026

Deloitte Australia Data Analytics Job Simulation

Forage · Tableau, data analysis & visualization, forensic technology

Jul 2026
Recognition

Achievements

4×

Rewards & Recognition awards at IntouchCX for outstanding customer support performance and satisfaction.

2

Major client support queue successfully transitioned in-house through resolution quality and process documentation.

3+

Years mentoring and training support teams, raising first-contact resolution and knowledge sharing.

3

Self-built technical projects shipped end-to-end — an AI support assistant, a booking platform, and a macro generator.

Reach Out

Let's close the loop on your next hire.

Open to customer support, technical support, and SaaS customer success roles — and available for freelance CX consulting.

Email me ↗