I help SaaS companies fix broken support operations, reduce customer churn, and build Zendesk workflows that actually scale — drawing on 22+ years of hands-on delivery experience.
I do not offer generic consulting. I bring 22+ years of real-world delivery experience and I identify root causes fast — because I have seen most of these problems before, in companies just like yours.
Tell me what's not working →Three ways to work together — from a quick diagnostic to a full system rebuild. Start wherever makes sense for your situation.
A focused 45-minute session where you walk me through your current setup. I ask the right questions, identify what's broken, and tell you exactly what to fix first.
Audit, redesign, and rebuild your Zendesk instance so it actually reflects how your team works. Includes escalation playbooks, routing logic, and SLA framework design.
For teams starting from scratch or rebuilding after scale. I design and implement a complete support function — from tooling to team structure to quality frameworks.
Pricing in USD. All engagements begin with a discovery conversation.
A simple, no-nonsense engagement model. No lengthy discovery phases, no vague deliverables.
Walk me through your current setup. No preparation needed — I'll ask the right questions to get to what matters.
I isolate root causes, not symptoms. 22 years of experience means I recognise patterns quickly — and I tell you the truth even if it's uncomfortable.
A prioritised action plan with specific steps, not vague recommendations. You know exactly what to do and in what order.
I help you execute if needed — from Zendesk configuration to team training to stakeholder alignment. You're not left with a document and a handshake.
Vijit is a great leader who is accountable, organised, and professional. I was able to depend on him while working together and he ensures that nothing, large or small, goes unresolved. Vijit is a pleasure to work with and would be a valuable asset for any team or organisation.
I hired Vijit as our very first support engineer at Egnyte. Vijit quickly became a pillar of our customer service organisation. He is remarkably patient and methodical in his approach and built a strong rapport with our customers. As Egnyte grew, Vijit led our support team in India, bringing on and training new members to support our growth across the globe.
No. Zendesk is where my deepest expertise sits, but the process and people problems I fix exist in any support environment. If you use Freshdesk, Salesforce Service Cloud, or a custom setup, we can still work together.
Typically B2B SaaS companies with 5 to 200 support staff. Small enough that the right changes make a real difference quickly. Large enough that the problems I solve are costing you real money in churn and inefficiency.
The $49 diagnostic can usually happen within a week of booking. Larger engagements begin with a scoping call and typically kick off within 2 to 3 weeks once we agree on scope and terms.
The Support System Diagnostic at $49 is designed exactly for that. You get a focused, honest conversation and a clear action list. If you want to go further after that, we talk. If not, you still walk away with something useful.
Yes. If you need someone for a longer embedded engagement — acting as an interim CX lead, program manager, or support operations head — that is something we can discuss. Visit vijit.in for the full picture.
The diagnostic is paid upfront via the booking link. Larger projects are scoped first, then invoiced in agreed milestones. I keep it straightforward — no retainers until you are sure about the fit.
Start with the $49 diagnostic if you want a quick, honest read on your situation. Or reach out directly if you already know what you need.
vijitkumar@vijit.in · +91-9702812626 · Mumbai, India