Kunal Sinha
Verified Expert in Support and Operations
Support & Operations Expert
Bengaluru, Karnataka, India
Toptal member since February 12, 2026
Kunal is a seasoned customer support and post-sales leader with 13+ years of experience in B2B customer service and technical support. He specializes in SaaS and enterprise talent solutions across APAC. He currently leads post-sales support for LinkedIn's talent solutions clients, focusing on reducing escalations, optimizing platform performance, and driving measurable improvements in customer satisfaction and retention.
Expertise
- Customer Service
- Data Analysis
- Generative Artificial Intelligence (GenAI)
- Microsoft Excel
- Microsoft Power BI
- Prompt Engineering
- Team Leadership
- Troubleshooting
Work Experience
Senior Consultant | Hiring Support
- Led cross-functional initiatives to develop, test, and launch new features, driving system enhancements and increasing platform performance by 20%.
- Mentored a 10-member support team, ensuring operational excellence through disciplined tracking of SLA, CSAT, and QA metrics.
- Designed and facilitated trainings, feedback sessions, and knowledge-sharing forums to build high-performing, customer-centric teams.
- Acted as the point of contact for escalations, inter-shift coordination, and cross-functional collaboration.
Senior Service Executive
Ola
- Responded to tier-2 customer complaints and queries.
- Coordinated with the developers to resolve issues within the given SLA.
- Determined and managed fake rides, accounts, and transactions. Specialized in Zendesk and Freshdesk CRM tools.
Education
Master of Business Administration (MBA) in Database Management
Sikkim Manipal University - India
Bachelor's Degree in Information Technology
Kuvempu University - India
Skills
Tools
Microsoft Dynamics 365 Customer Service
Administrative Operations
Customer Service
Product Support
Troubleshooting
Productivity Suites
Microsoft Excel
CRM & Sales Tools
Salesforce
Other
Microsoft Power BI, Team Leadership, Generative Artificial Intelligence (GenAI), Prompt Engineering, Data Analysis, Database Management, Information Technology, People Management, Team Management, Customer Support
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