Imran Khan

Technical Customer Support Specialist with 5+ years of experience supporting global customers across the telecom, e-commerce, travel, food delivery, SaaS, blockchain, cryptocurrency, and NFT industries. Experienced in voice, chat, email, and social media support, resolving high-volume customer inquiries while maintaining high customer satisfaction. Skilled in technical troubleshooting, incident management, customer success, escalation handling, CRM platforms, and cross-functional collaboration.

Proficient in Zendesk, Freshdesk, Intercom, Jira, ClickUp, Slack, Microsoft 365, and Blockchain/Web3 support.

Senior Technical Customer Support Specialist at Token Metrics (2023-04 – 2023-06)

• Provided technical support to global SaaS users through Intercom live chat and email.
• Resolved technical issues for 200+ users daily, improving response efficiency.
• Increased customer retention by 15% through proactive support and educational guidance.
• Collaborated with engineering and product teams to resolve recurring technical issues.
• Maintained technical documentation and troubleshooting workflows.

Senior Technical Customer Support Specialist at WazirX NFT Marketplace & Bandit (2021-08 – 2022-09)

• Managed end-to-end customer support for NFT and blockchain platforms serving global customers.
• Delivered support through Zendesk, Freshdesk, live chat, email, Discord, Twitter, and Instagram.
• Maintained 97%+ customer satisfaction by prioritizing and resolving customer issues efficiently.
• Reduced onboarding and greenlisting wait time by 70% through workflow improvements.
• Created FAQs and knowledge base articles to improve self-service support.
• Partnered with founders and engineering teams to resolve high-priority escalations.

Senior Customer Support Practitioner at Concentrix (2016-10 – 2021-07)

• Supported telecom, e-commerce, travel, and food delivery customers through voice, chat, and email.
• Resolved 120+ customer inquiries daily while maintaining 95% CSAT.
• Improved first-contact resolution by 25% through effective troubleshooting and escalation handling.
• Mentored 15+ new support associates during onboarding and training.
• Documented customer interactions and collaborated with internal teams to ensure timely issue resolution.

Higher Secondary in Science – MBOSE

Secondary School – SEBA