Shankar Shrinivasan
VP, Customer Experience
What I do at Hiver
I lead Customer Experience at Hiver, where I focus on building high-performing support teams and delivering exceptional customer experiences. My work includes scaling global support operations, improving processes, and using AI to help customers get faster, better support.
Why Hiver
Show us how you think, communicate, and solve problems. We value curiosity, empathy, accountability, and a willingness to learn. Whether you're experienced or early in your career, we're looking for people who are customer-focused and eager to grow.
Who am I?
I have 20+ years of experience in customer support and operations, primarily in SaaS. Throughout my career, I've built and led support teams, improved customer satisfaction, and partnered closely with Product and Engineering to solve customer problems and drive continuous improvement.
Advice for prospective candidates
Be yourself during the interview. Share real examples of how you've handled challenges, collaborated with others, and supported customers. We value a growth mindset, clear communication, and a passion for creating great customer experiences over having all the answers.