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Hey There!
I’ve spent the last 13 years in Customer Support & Technical Support, building teams, setting up processes, and scaling operations for SaaS and tech companies.
About
Me
I’ve spent 13+ years in Customer & Technical Support,
building global teams, scaling operations, and driving growth for SaaS and tech companies.
From handling tickets on the frontline to leading support strategy as Head of Support, I’ve
seen firsthand what frustrates customers—and what makes them stay.
I help SaaS and tech companies transform their support function into a growth engine.
With experience evaluating hundreds of AI & CX tools, I bring a unique perspective:
not just tech features, but how each tool truly impacts agents, leaders, and business outcomes.
Beyond consulting, I offer professional voiceover services for Corporate documentaries
& brand films,Training & onboarding videos,Product explainers,Podcasts & panel hosting,
Expertise
Why Work With Me
Support costs are rising, but customer satisfaction isn’t
Teams are busy, but resolution times keep slipping.
Tools are in place, but ROI is unclear.
Customers churn before you can show value.
This is where I come in.
Identify leakages in your current support setup.
Reduce repeat contacts and escalations by 20–30%.
Optimize staffing and vendor
spend without hurting quality.
Build workflows and playbooks that
cut ticket handling time.
Implement AI + automation for
faster resolution and deflection.
Create knowledge systems that
empower agents and customers.
Transform support into a revenue driver through
upsell & cross-sell motions.
Improve customer retention →
boost Lifetime Value (LTV).
Increase NPS and CSAT, directly influencing
renewals & referrals.
Cover end-to-end journey: onboarding,
implementation, support, success.
Design KPIs and dashboards
that tie customer experience to business growth.
Align support with product, sales, and success
for a seamless experience.
Testimonials
I had the opportunity to hear Roopa Suman speak at an event on the intersection of customer success and support, and was impressed by her depth of knowledge in both areas. She later reviewed our product and shared practical, insightful feedback that reflected her strong grasp of customer experience. Even from my limited interactions with her, it is clear that Roopa brings a rare blend of empathy, expertise, and actionable perspective—qualities that will make her an asset in her consulting journey.
