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Sneha Paul
Looking for a jobTeam Lead 1 – Partner Care (Sales Channel)
Team Lead 1 – Partner Care at Sophos, where I manage partner escalations and a team that achieved 95%+ CSAT.
IndiaTeam Lead 1 – Partner Care (Sales Channel) at Sophos
About
Seeking a part-time, preferably remote role in Customer Support, Partner Operations, Sales Operations, or Administrative Support. I bring extensive experience in customer and partner care, team coordination, CRM, and operational processes. Open to flexible hours and opportunities with international clients where I can contribute my skills and continue learning.
At Sophos, I progressed from frontline customer support to Team Lead 1 – Partner Care (Sales Channel). I manage a team of five Partner Care specialists, and our team achieved 95%+ CSAT.
I work with Sales Operations, Order Processing, Licensing, Customer Success, Channel Account Managers and engineering teams to resolve partner needs and improve Partner Care processes. I also use Salesforce dashboards and reports to track performance and case trends.
Before my current role, I handled high-severity partner cases involving NFR requests, deal registration, licensing and partner account changes. At NSI Infinium Global Pvt. Ltd., I resolved customer issues and coordinated with vendors, logistics teams and internal departments.
Experience
Team Lead 1 – Partner Care (Sales Channel)
Lead and mentor a team of 5 Partner Care specialists, owning daily operations, SLA adherence, and service quality. Achieved 95%+ team CSAT and manage partner escalations end to end.
SalesforceSLA ManagementCSAT ManagementTeam LeadershipEscalation ManagementPartner CareProcess ImprovementCross Functional Collaboration
Senior L2 – Partner Care (Customer Care Support 5)
Managed high-severity partner escalations and critical cases as the escalation point for Sales and Channel teams. Resolved partner requests on NFR, deal registration, licensing, and partner program benefits.
NFR ManagementDeal Registration
Education
Gujarat University
Bachelor of Commerce with Honors in Accounts from Gujarat University, completed from 2011 to 2013.
Bachelor of Commerce with Honors in Accounts from Gujarat University, completed from 2011 to 2013.
Air Hostess Academy
Diploma in Aviation and Airway Management and Operations from Air Hostess Academy, completed from 2007 to 2008.
Diploma in Aviation and Airway Management and Operations from Air Hostess Academy, completed from 2007 to 2008.
AI Tools Workshop
Certification from AI Tools Workshop.
Sophos
Certification in Sophos AI-Native Cybersecurity Defense System for Partners.