Summary
Overview
Work History
Education
Skills
Languages
Timeline
Additional Capabilities
Why Hire Me?
References
Generic

GOPINATH SURESHKUMAR

Chennai

Summary

Remote Customer Support | Community Management | AI-Driven Process Optimization | SaaS/Tech Specialist Remote-first customer support and community professional with 9+ years of cross-industry experience in SaaS, fin-tech, streaming, and Web3 environments. Known for efficient high-volume support queue management, community engagement, and GPT-based workflow optimization to improve customer experience and operational efficiency. Proven async collaborator across U.S. and EU time zones with track record of high CSAT and low AHT.

Overview

12
12
years of professional experience

Work History

Operations & Support Consultant

AEOsignal
01.2025 - Current
  • Assisted in implementing GPT-based audit systems to improve customer support workflows.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Tailored support strategies to meet the unique needs of individual clients, promoting long-term success and client retention.
  • Implemented proactive monitoring measures, preventing potential system failures and ensuring uninterrupted service delivery.
  • Escalated critical incidents to higher-level support personnel when necessary for prompt resolution while maintaining clear communication lines with affected stakeholders throughout the process.
  • Assisted in the development of knowledge base articles, empowering clients to find answers independently when possible.

Community Manager

mPlaza.Space
01.2022 - 01.2025
  • Managed and moderated 20K+ user communities on Telegram, Discord, and X.
  • Provided real-time user support during live product launches and updates.
  • Implemented automated onboarding flows and streamlined escalations for community queries.
  • Assisted in sentiment tracking and engagement strategies for active communities.
  • Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities.
  • Addressed and resolved tenant complaints and inquiries, maintaining high satisfaction.
  • Conducted regular inspections to identify needed improvements and maintain highest standards.
  • Organized regular community events, fostering a sense of belonging among members and promoting networking opportunities.
  • Managed social media channels effectively for improved brand visibility and increased audience interaction.
  • Maintained knowledge on lease and renewal rates to advocate for appropriate changes.
  • Implemented analytics tools to track community performance, identifying areas for improvement and adjusting strategies accordingly.

Support Specialist

Koinly
01.2021 - 01.2022
  • Provided customer support via Intercom (handling 50+ tickets daily) for crypto tax SaaS users.
  • Resolved API, wallet sync, and CSV import issues for global users.
  • Contributed to macro and help center documentation for common user issues.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.

Customer Experience Specialist

FuboTV
01.2016 - 01.2021
  • Supported Smart TVs, Roku, Firestick, mobile, and web-based platforms.
  • Maintained >95% CSAT while reducing AHT with improved macros and processes.
  • Recognized by leadership for consistently high-quality customer support.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
  • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.

Support & Sales Manager

AstroVed
01.2014 - 01.2016
  • Led B2B support and sales teams using Zendesk, Mailchimp. Zoho CRM.
  • Trained junior team members on CRM and customer follow-up processes.
  • Improved customer retention and satisfaction through timely support.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.

Education

Bachelor of Science - Computer Application

Madras University
Chennai

Skills

  • Remote customer support expertise
  • Community engagement on Telegram, Discord, and X
  • GPT-driven workflow automation
  • Technical troubleshooting expertise
  • SOP and help center writing expertise
  • Workflow efficiency enhancement
  • Experienced with Zendesk, Intercom, Freshdesk, and Zoho
  • Tools: Slack, Notion, Jira, Google Workspace
  • Platforms: WordPress, Shopify, Meta Ads, Google Ads
  • Fundamental HTML/CSS

Languages

English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)

Timeline

Operations & Support Consultant

AEOsignal
01.2025 - Current

Community Manager

mPlaza.Space
01.2022 - 01.2025

Support Specialist

Koinly
01.2021 - 01.2022

Customer Experience Specialist

FuboTV
01.2016 - 01.2021

Support & Sales Manager

AstroVed
01.2014 - 01.2016

Bachelor of Science - Computer Application

Madras University

Additional Capabilities

  • Expertise in GPT-4/4o prompt engineering for workflow and support SOP generation.
  • Familiar with AI-based lead generation and support funnel management.
  • Experience in SEO audits, accessibility compliance checks, and support documentation updates.
  • Proficient in remote async workflows with distributed teams.

Why Hire Me?

  • High-volume, high-quality remote support experience
  • Able to improve support workflows with GPT and automation
  • Skilled in managing and engaging global online communities
  • Flexible across time zones with a commitment to CSAT and fast resolution

References

Available upon request.

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