CS Update: Customer Experience (CX) India

I want to share an important update regarding our Customer Experience (CX) team in India. 

As part of a recent review, we have decided to place greater focus on supporting and servicing our existing customer base in the region, instead of investing in expanding our operations in this market. As a result, we have made the difficult decision to downsize our operations in India, which has meant reducing the size of our India-based team.

Unfortunately, as a result of this change, Ash Gunasekaran (Customer Service Manager), and Iris Dsouza (Senior Customer Sales Agent) have finished up with the business yesterday. Over their time with the business, they have made a valuable contribution, and we are truly grateful for their hard work, commitment, and impact. Please join us in wishing Ash and Iris every success in the future.

We are pleased to share that Yagna Swaroop and Rahul Chauhan will be continuing with the business in newly created roles. Yagna will be stepping into a CX Operations Analyst role and will work closely with our Sales and CX Leaders, focusing on reporting, fraud and chargeback management, operational support, process improvement, and knowledge maintenance. This work will help enhance service quality, protect revenue, and drive continuous improvement. Yagna will report directly to Lachlan Mellington, CX Operations Manager.

Rahul will move into the India Finance team as a Payments QA Analyst and will play a key role in safeguarding company funds by ensuring that all vendor payments related to bookings are accurate and accounted for. Rahul will report directly to Ron Vitug, Accounts Payable Officer.

Should you have any questions, please don’t hesitate to reach out.

If you have any questions, please reach out to your TL

📧 This was also communicated via email on 4th September 2025, titled "Update Customer Experience (CX) India" sent by Chris S (Chief Customer Experience & Sales Officer).