./hello — toronto, on

I help fast-growing companies feel a little less chaotic.

Hi! I'm Kiran, an ops and CX leader with 8+ years making industry-disrupting SaaS companies run better, most recently at Shopify and GlossGenius.

./about

core values

all exceeding SLA

I don't patch problems. I find the root cause, fix it, and build the system so it scales for whoever takes it on next.

where I've done it

GlossGeniusRebuilt Jira workflows and triage, cutting bug resolution time 40%. Launched an AI chatbot that cut ticket volume 25%.
ShopifyBuilt CRM, email automation, and reporting systems from scratch, improving organizational efficiency 40%.

The best customer experience starts with the team behind it, so I build both.

where I've done it

GlossGeniusBuilt a Voice of Customer program that turned support insights into product roadmap priorities.
ShopifyKept churn at 0% across a $250M+ book of business.

Great teams are built, not hired. I coach, advocate, and make sure my people have what they need to get where they want to go.

where I've done it

GlossGeniusTook on new direct reports in the middle of a major reorg and helped them grow into stronger, more confident team members.
ShopifyHired, onboarded, and set KPIs and development plans for my team.

When things get messy, I'm the steady one with a plan.

where I've done it

GlossGeniusHelped lead a 50+ person org through a major reorg, and built incident and trust and safety processes.
RetailRan busy stores and teams during peak seasons.

I care deeply about social justice, and about backing underrepresented founders, including BIPOC founders, and social enterprises building more sustainable businesses.

where I've done it

ShopifyPartnered with Backstage Capital, SHEEO, and Afropunk on programs for underrepresented founders.
The DMZMentoring early-stage founders on operations and growth.

personal systems

Korean Slowly, but very enthusiastically in beta
True crime Always deep in a rabbit hole, no plans to stop high load
Rosie My puppy and chief morale officer peak performance

./work

The career board

Click any ticket to open the full story

in progress2
Open ↗
KB-08

Manager, Support

GlossGenius · 2023 – now

Support opsLeadership

50+ person org led

4/4 KB
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KB-07

Startup Mentor

The DMZ · 2023 – now

Mentoring
1/1 KB
shipped3
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KB-05

Senior Program Manager

Shopify · 2018 – 2022

Program buildingPartnerships

0% churn on a $250M+ book

4/4 KB
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KB-03

Digital Manager

Bspoke and Humber · 2016 – 2018

WebEvents

270+ conference registrations

2/2 KB
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KB-01

Store management

The retail floor · 2007 – 2017

Foundation
3/3 KB
up next1
KB-09 drag me to in progress

Your team?

Unassigned. Ready to pick up.

./toolkit

Learning and toolkit

./education

Bachelor of Commerce, Digital Business Management

Humber College

  • Leadership Award ×3 years
  • Student Association Leader ×4 years
  • Program Advisor current

./leveling-up

SQL SELECT * FROM fun; Basics

With AI as my query co-pilot

Korean 안녕하세요! Intermediate

Close to watching k-dramas without the subtitles

Hover for a surprise

./stack

Support & ops

ZendeskJiraRootlyDatadog

Data

HexLookerSnowflakeMixpanel

Build & automate

ZapierClaude CodeTwilioIterable

Team ops

NotionSlackSalesforceHubSpot

./say-hi

Let's talk about
your next launch, customer experience, scaling support, building programs, products, or dogs

LinkedIn Resume

Based in Toronto · I usually reply within a day