Rohan Garg
Head of User Support - Google Pay (Singapore) @ Google
About
My career began in sales, where every conversation with a customer taught me one powerful lesson: business growth starts with understanding people. As I built portfolios worth millions and managed relationships with some of the biggest brands, I realized that sales wasn’t just about closing deals - it was about listening to customers, anticipating their needs, and making their experience seamless. That insight became the foundation for my transition into customer success and operations leadership. At Google, I led customer support for 100M+ users and 1,000+ vendors across APAC, designing scalable support models and launching AI-powered solutions that cut support tickets by 80%. Whether it was collaborating with product teams to shape roadmaps or reimagining processes to improve efficiency, my goal was always the same: make the customer’s journey better at every touchpoint. Along the way, I discovered another passion - mentoring and growing people. From leading high-performing teams to creating learning platforms that brought in industry experts for Googlers, I have loved seeing individuals develop skills, confidence, and careers through the right guidance. Today, I bring together my experience in sales, customer success, and operations to help the payments business build customer-centric strategies, run efficient operations, and empower teams to deliver excellence because every function, when aligned, makes the customer’s experience unforgettable.
Singapore
Singapore
Internet
Product Operations, People Management, Project Management, Customer Service Management, Digital Marketing, Customer Support, Client Relations, Customer Experience, Business-to-Business (B2B), Analytical Skills, Operations Management, Sales, Account Management, Coaching, Leadership, Relationship Building, Customer Service, Problem Solving, Online Marketing, Classifieds
Experience
Head of User Support - Google Pay (Singapore)
Singapore
In this role, I am leading a team to help scale user support and ensure efficient customer service for all consumers of Google Pay for India and 1000+ vendors (customer service agents) in APAC region. This includes: • Managing annual budget and serving as strategic business partner for product team to gather user insights and launch multiple product improvements and self-service initiatives based on user feedback. • Fostering collaboration between support and product team, serving as voice of users and influencing changes in product roadmaps by engaging with product leadership and various stakeholders to drive improvements. • Building and nurturing high-performing teams by managing all aspects of employee-centric practices from hiring, onboarding, training, and coaching, consistently securing excellent scores in manager surveys.
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Education
Faculty of Management Studies - University of Delhi
INSEAD
Learning to Lead is designed to help first-time managers understand the nature of the transition from being a great individual contributor to being a team leader, and to develop the critical people skills that often make the difference between longer-term career success and failure.
Kellogg Executive Education
This program equips learners to think like the CEO of a product or service - focusing on a cradle-to-grave approach for managing and optimizing the life of a product or service.
INSEAD
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