Hello👋, I'm Subham Mundra

Support Consultant  |  November 2024 – January 2025

SEOmatic enables marketers to create, manage, and publish large-scale, data-driven content for SEO and PPC campaigns, with seamless integration into any CMS.

During my time as a Support Consultant, I worked closely with the founder to establish the foundation for customer support. My contributions included creating detailed use cases, developing a structured knowledge base, and producing screencast tutorials to guide users through key features.

Chat Support Representative  |  February 2024 – April 2024

Reverse Contact is a reverse email lookup SaaS that helps companies extract LinkedIn data from email addresses to support lead generation efforts.

As a Chat Support Representative, I helped users maximize the value of their subscriptions by acting as a liaison between customers and the internal Sales and Technical teams. My role focused on ensuring clear communication, resolving issues efficiently, and maintaining a smooth user experience.

Support Engineer  |  February 2023 – January 2024

Buzznerd is a Seattle-based studio offering a WordPress-powered storefront SaaS solution integrated with WooCommerce, tailored specifically for truck dealerships.

In my role as a Support Engineer, I handled customer inquiries, managed software updates, and ensured the reliable performance of client websites. I also contributed to content creation initiatives aimed at enhancing brand visibility and driving client engagement.

Happiness Contractor  |  February 2022 – December 2022

WordPress.com is a SaaS platform that provides fully hosted solutions for building and managing websites, eliminating the need for local software installation or maintenance.

As a Happiness Contractor, I delivered frontline support to users by responding quickly to inquiries, resolving technical issues, and offering personalized guidance to help them get the most out of their websites. My focus was on delivering fast, empathetic, and effective solutions tailored to each user’s needs.

Onboarding Calls: Helping new users get started with the product via personalized walkthroughs.

Account Setup Assistance: Assisting users in setting up their accounts or integrating the product with their workflows.

Training Sessions: Conducting webinars or 1:1 training for teams or individual users.

Troubleshooting Calls: Diagnosing and resolving technical issues with the product.

Bug Reporting: Identifying and reporting bugs to the development team.

API/Integration Support: Helping users with API usage or third-party integrations.

Outreach to Inactive Users: Engaging with users who haven’t used the product in a while.

Feature Announcements: Informing users about new features or updates.

Retention Campaigns: Helping retain users by addressing their concerns or offering tailored solutions.

Support Workflow Optimization: Streamlining support processes for efficiency.

Tool Setup and Management: Configuring and managing support tools like CRMs, help desks, or chatbots.

Team Support Documentation: Creating internal guides for support processes.

User Feedback Gathering: Collecting insights about user experiences and feature requests.

Customer Satisfaction Surveys: Conducting surveys to gauge user satisfaction.

Reporting Trends: Analyzing and summarizing common user pain points for the product team.

Support Metrics Tracking: Monitoring response times, resolution rates, and other KPIs.

Weekly/Monthly Reports: Providing founders with insights into support performance and user trends.

Handled customer support tickets, tracked responses, and created workflows to manage incoming inquiries. I ensured a reliable support system by addressing tickets efficiently, automating responses, and collaborating with teams to resolve complex issues.
Used At: YunaPRO.com

Utilized for real-time live chat support, CRM management, and assisting customers via a chat-based interface. I provided proactive support and fast troubleshooting, ensuring swift responses to user inquiries and driving customer satisfaction.
Used At: ReverseContact.com, SEOmatic.ai

Used for team coordination, cross-functional communication, and quick issue resolution. Managed real-time messaging with internal teams and clients, facilitating smooth collaboration in remote environments and ensuring timely responses.
Used At: YunaPRO.com, WordPress.com

Used for task management, project tracking, and team collaboration. I helped streamline operations by organizing support requests, tracking progress, and ensuring deadlines were met, keeping the team on schedule.
Used At: Buzznerd.com

Used for bug tracking, sprint management, and collaboration with development teams on product issues. I tracked technical issues and communicated with the development team, ensuring timely fixes and seamless customer support.
Used At: YunaPRO.com

Handled payment processing, subscription management, and invoicing for client projects. I used Stripe to set up secure transactions, manage recurring billing, and troubleshoot payment-related issues to ensure smooth and seamless financial operations for clients.
Used At: YunaPRO.com

Created internal documentation, user guides, and knowledge bases to ensure efficient support processes. I facilitated collaboration by structuring content for both internal teams and clients, helping to improve workflows and ensure consistency.
Used At: SEOmatic.ai

Used extensively for managing websites, troubleshooting plugin issues, and helping clients with custom WordPress setups. I provided solutions for site issues, theme customization, and content management for various clients, ensuring their sites ran smoothly.
Used At: WordPress.com, Buzznerd.com

Created video tutorials, recorded troubleshooting sessions, and communicated complex solutions in an easy-to-understand format. I used Loom to provide personalized support, creating helpful content to improve client engagement and understanding.
Used At: YunaPRO.com, WordPress.com, SEOmatic.ai

Created documentation, tracked client data, and collaborated with teams on shared files. I used Google Workspace for content creation, tracking feedback, and managing administrative tasks, ensuring smooth communication across teams.
Used At: YunaPRO.com, Buzznerd.com, SEOmatic.ai 

Conducted live troubleshooting sessions, onboarding calls, and training webinars. I used Zoom to engage with clients directly, guiding them through product setups and solving issues in real time to improve their experience.
Used At: YunaPRO.com, WordPress.com, SEOmatic.ai