Vinay Sharma

Vinay Sharma has over 12 years of work experience in customer support and professional services. Vinay began their career in 2009 as a Technical Support Engineer at Kayako, where they were responsible for diagnosing and troubleshooting technical issues, including application bugs. Vinay then progressed to Assistant Team Leader and Lead - Kayako Support & Professional Services, where they were responsible for leading a distributed team of 10-15 customer support agents providing world-class support to 35,000 companies worldwide.

In 2018, Vinay moved to Crossover for Work as a Lead - Professional Services Consultant and Support Architect. Vinay then moved to Fivetran in 2020 as a Regional Manager - Customer Support, where they were responsible for completely structuring the support offering from the ground up.

Vinay is currently the Director of Customer Support at CallHub, where they are responsible for aligning the support strategy with the expected business outcomes and other teams' strategy, focusing on customer loyalty program and journey map, representing the voice of the customer and influencing internal stakeholders, promoting a customer-centric mindset across the organization, anticipating factors that could impact CallHub strategies and its position in the marketplace, demonstrating values and ethics, applying analytical rigor to the CS discipline, running customer advisory boards, and setting the vision and mission for customer support.

Vinay Sharma obtained a Master of Computer Applications (MCA) from Apeejay Institute of Management & Technology in Computer Science between 2007 and 2010. Vinay also received a Bachelor's degree from Guru Nanak Dev University in Mathematics and Computer Science. In 2016, Vinay obtained a Certified Tester- Foundation Level from the International Software Testing Qualifications Board in Computer Software Technology/Technician. Additionally, they received certifications from the International Software Testing Qualifications Board and Opps Info Solutions in 2016 and 2009, respectively, for PHP/MYSQL.