Tuheena Ray

About

Support Operations and Customer Experience professional with 8+ years of experience across SaaS support, customer operations, onboarding, training, and customer service. Built and scaled support for Assembly as its first dedicated support hire, supporting 500+ customers while maintaining high CSAT and strong operational continuity.

Experience

• Senior Customer Support Specialist
  Quantum Workplace
  Jan 2026 – Present
• Senior Product Support Specialist → Product Support Specialist
  Assembly
  Jan 2022 – 2026
• Customer Success Associate
  Instahyre
  Oct 2021 – Apr 2022
• Team Lead — Inside Sales
  DataTrained
  Oct 2020 – Mar 2021
• Senior Analyst — Learning & Development
  Ask IT Solutions Ltd
  Jun 2018 – Mar 2020
• Associate — Customer Service
  Fidelity International
  Sep 2016 – Dec 2017

Education

• M.A. English Literature
  Jamia Millia Islamia
  English Literature
• B.A. English Literature
  Atma Ram Sanatan Dharma College
  English Literature

Skills

• Gemini
• ChatGPT
• Figma
• Cross-functional Collaboration
• Claude
• Jira
• Confluence
• HubSpot
• Slack
• Process Improvement
• Workflow Automation
• Technical troubleshooting
• Knowledge management
• SLA management
• Escalation Management
• Incident management
• Data Mapping
• SharePoint
• Customer Experience
• Log Analysis
• Support Operations
• Intercom
• SaaS Operations
• SendGrid
• Stripe
• Linear
• Voice of Customer
• Support Tool Administration
• Customer Communications
• Gleap
• Merge.dev
• Tremendous
• Tango

🗣️ Languages

• English
• Hindi
• Bengali