Gokul Iyer

Customer Success and Operations professional with 5+ years of experience in AI SaaS, specializing in customer onboarding, B2B account management, project coordination, and quality assurance. Proven ability to deliver time-sensitive projects, resolve complex customer issues, and collaborate across technical, product, and marketing teams to improve customer experience and operational efficiency. Strong background in client relationship management, process improvement, transcription operations, and cross-functional collaboration.

Customer Success Lead & Operations Associate at Wavel.ai (2021-04 – Present)

• Lead customer onboarding and ensure smooth adoption of AI-powered video and audio solutions.
• Manage customer success by resolving client queries via email, chat, and other support channels while maintaining high customer satisfaction.
• Act as primary point of contact for B2B clients, coordinating and delivering time-sensitive bulk captioning, transcription, and AI dubbing projects.
• Build and maintain strong client relationships through proactive communication, issue resolution, and retention initiatives.
• Collaborate closely with engineering and product teams to identify, report, and validate platform bugs and technical issues.
• Monitor platform stability and paid user activity, providing operational insights to improve customer experience.
• Develop weekly operational reports, dashboards, trackers, and presentations for internal stakeholders.
• Partner with marketing on SEO initiatives, content creation, blogs, and product-related campaigns.
• Support day-to-day business operations by streamlining workflows and driving process improvements across departments.
• Conduct outbound communication with prospective customers, introducing Wavel's services and supporting sales-qualified opportunities.

Quality Control Lead – Transcription & Reviewer Operations at Wavel.ai (2021-04 – 2023-09)

• Led the Quality Control function for transcription and closed captioning services, ensuring high accuracy and adherence to client standards.
• Reviewed, audited, and approved transcription and captioning deliverables prior to final submission.
• Maintained quality benchmarks by identifying errors, providing reviewer feedback, and implementing quality improvement measures.
• Partnered with cross-functional teams to ensure timely delivery of high-volume transcription projects while maintaining service quality.
• Contributed to process improvements that enhanced reviewer efficiency and quality consistency.

Internet Researcher & Transcriptionist (Freelance) at Independent Projects (2019-11 – 2020-02)

• Delivered independent freelance projects spanning data annotation, internet research, search engine evaluation, and audio/video transcription.

Customer Service Associate at E-tech Global Services (2019-08 – 2019-10)

• Answered customer inquiries via chat and provided timely, accurate solutions.

Class Captioner, Transcriptionist & Content Writer (Freelance) at Freelance (2017-11 – 2019-01)

• Transcribed live U.S. educational classes, from high school to college level, with speed and accuracy at 84 w.p.m.
• Progressed to full-fledged transcriptionist within three months and later became Senior Class Captionist.
• Conducted extensive web research to gather accurate data and images for assigned articles.
• Produced clear, well-structured content tailored to client requirements and target audiences, with strong command of grammar and punctuation.
• Consistently met tight deadlines while maintaining high quality and accuracy, minimizing proofreading time.
• Comprehended a wide range of English accents to support accurate transcription.

Bachelor's Degree in Humanities & English Literature – Indira Gandhi National Open University (IGNOU) (2017 – 2019)