R O O P A

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Contact Info

Consultation
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About Me

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imgAbout Me

My Story and Expertise

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.
My career started on the frontlines- handling tickets, resolving escalations, and understanding what truly frustrates (and delights) customers. Over time, I moved into leadership roles where I designed support systems, KPIs, and global teams that ran 24/7 across the US, EU, APAC, and EMEA.
Most recently, I was the Head of Support at a leading SaaS company, owning support strategy and operations. But while I enjoyed the challenges, I realized something important:
Companies don’t just need people to “run” support. They need experts who can transform support into a growth engine - reducing costs, improving efficiency, and directly impacting sales and retention. That’s why I started Consult Roopa Suman.

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Today, I work with SaaS and tech companies to:

  • Build scalable, efficient support systems
  • Implement AI, automation, and smart tooling for faster resolutions
  • Create customer experiences that drive retention and revenue
  • Train support leaders and teams to perform at their peak

I bring not just theory, but battle-tested playbooks from real-world experience. My goal? To make sure your support function is no longer seen as a “cost center” — but as a powerful driver of growth.

Outside of consulting, I host podcasts and panel discussions on customer experience, and I’ve also trained in voice projects — a passion I pursue alongside my professional work.

Let’s work together to take your support organization to the next level.

Contact Me
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Consult Roopa Suman

Scaling Customer Support Into a Growth Engine

I help SaaS & tech companies:

  • 💰 Cut support costs by up to 30%
  • ⚡ Boost efficiency with automation & playbooks
  • 📈 Drive sales & retention through world-class customer experience

👉 Let’s turn your support function into a profit center.

Hire me

Why Work With Me

Your Challenges Today
  • 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.

How My Association Benefits You
💰 Cost Optimization
  • Identify leakages in your current support setup
  • Reduce repeat contacts and escalations by 20–30%
  • Optimize staffing and vendor spend without hurting quality
⚡ Efficiency at Scale
  • 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
📈 Revenue & Sales Impact
  • 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
🔄 360° Customer Experience Approach
  • 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

Why Me as Your Consultant

I’m not just an advisor — I’m a builder.

  • 13 years in Customer Support & Technical Support across SaaS and tech
  • Scaled global support teams with 24/7 coverage across US, EU, APAC, and EMEA
  • Owned KPIs, OKRs, staffing models, vendor management, and tool implementation
  • Last role: Head of Support, ₹39L CTC, leading strategy for a global SaaS company

I bring a practical, proven playbook that’s been tested in high-growth environments. With me, you’re not experimenting — you’re executing with certainty.

Schedule a Discovery Call
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Peoples Say’s About Me

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.