Talha Subhani

Operations and Customer Experience Leader with proven success scaling global SaaS support organizations from frontline operations to enterprise-level service delivery. Expertise in AI-first operational transformation, workforce optimization, escalation management, service optimization, and cross-functional leadership across high-growth environments. Demonstrated impact improving CSAT, reducing operational costs, stabilizing high-volume support operations, and building scalable leadership systems across global teams.

Technical Support Manager at HighLevel Pro Tools (2024-06 – Present)

Directed global SaaS support operations across 110+ agents spanning 6 time zones, overseeing enterprise support delivery, workforce optimization, escalation management, and AI-driven operational transformation.

• Reduced response times by 40% while improving SLA adherence and operational consistency across multiple support channels
• Improved CSAT from 4.5 to 4.8 through implementation of structured QA systems, coaching frameworks, and performance accountability initiatives
• Reduced operational backlog by 90% through queue restructuring, escalation redesign, and workforce balancing strategies
• Reduced cost per ticket by 10% through operational efficiency improvements and optimized resource allocation
• Spearheaded AI-first support transformation initiatives that reduced manual workload by 40% while improving scalability and response efficiency
• Played a key role in retaining a $1.6M Tony Robbins Mastermind contract for two consecutive years through enterprise support improvements
• Led cross-functional operational initiatives across Guest Support, Agency Support, Enterprise Support, Billing, Activation, and Customer Experience teams
• Built leadership development pipelines by mentoring supervisors and operational leaders into high-performing management roles
• Designed workforce optimization systems including coverage balancing, onboarding frameworks, escalation ownership models, and real-time staffing allocation
• Supported major operational transitions including Modal adoption, Priority Support rollout, and AI-human collaboration initiatives
• Developed operational dashboards, reporting systems, escalation frameworks, and visibility processes during periods of rapid organizational scaling

Customer Support Team Lead at HighLevel Pro Tools (2023-12 – 2024-06)

Managed multi-queue support operations while ensuring SLA compliance, response quality, and operational consistency.

• Conducted QA audits, coaching sessions, and performance reviews tied directly to measurable service improvements
• Managed high-priority escalations and coordinated cross-functional issue resolution across operational teams
• Supported workforce planning, queue balancing, staffing coverage, and support performance optimization

Customer Support Representative at GoHighLevel (2023-08 – 2023-12)

Resolved high-volume customer issues through chat and email support within a fast-paced SaaS environment.

• Maintained strong customer satisfaction metrics and consistent response quality standards
• Contributed to operational efficiency through accurate issue resolution and customer retention support

Training & Knowledge Specialist at GoHighLevel (2022-09 – 2023-08)

Developed technical documentation, SOPs, onboarding guides, and training resources for global CRM users.

• Simplified complex product updates into scalable educational and operational enablement resources
• Supported onboarding and knowledge enablement initiatives for support and operational teams

Customer Support Representative at GoHighLevel (2021-06 – 2022-09)

Delivered technical and account-related customer support across CRM workflows and SaaS operations.

• Maintained strong customer relationships while consistently meeting service quality standards

Education Coordinator at Britain International School (2017-07 – 2021-06)

Managed academic operations, student coordination, scheduling, and administrative processes.

• Delivered O-Level instruction while improving student performance and classroom engagement outcomes

BBA (Hons) in Marketing – NCBA&E