Spotlight on Tanaya Roy Barman: Enhancing our support ecosystem and internal operations

After a five-year journey in tech, Support Operations Specialist & SC Admin Tanaya Roy Barman joined Spotnana to help support our mission to modernize the infrastructure of the travel industry.

At Spotnana, Tanaya optimizes our support ecosystem by working closely with our Sales, Engineering, and Product Management teams. She is primarily responsible for designing and building tools that significantly enhance the speed and quality of our support operations. She also develops and maintains standard operating procedures (SOPs) for common situations and partners with Customer Support management to ensure that our teams can deliver on their contributions to the company’s goals and objectives.

Since joining Spotnana, she has expanded her skill set and worked with a diverse range of platforms. She is now actively learning and implementing solutions using tools like Exalate for seamless data synchronization with our channel partners, exploring various artificial intelligence (AI) tools to automate and enhance support processes, and leveraging a new portal to improve customer engagement.

Tanaya spoke with us about her tech career prior to joining Spotnana, how she is enhancing our support ecosystem and internal efficiency, her focus on leveraging AI, and what she loves most about working at Spotnana.

Can you please share your career journey prior to Spotnana?

Support Operations Specialist & SC Admin Tanaya Roy Barman

“My five-year journey in the tech industry has primarily been centered around the Salesforce ecosystem. I began my career as a System Engineer at Tata Consultancy Services (TCS), where I was first introduced to Salesforce. In that role, I collaborated closely with business leaders at Tata to translate their needs into effective Salesforce tools. Additionally, I gained hands-on experience implementing customer-centric solutions and developing products on the Force.com platform.

“Following my time at TCS, I stepped into a Technical Support Engineer role at Salesforce India. Here, I specialized in Service Cloud and Experience Cloud, acting as a consultant to assist and triage user-submitted support cases. My responsibilities included assisting customers globally and resolving their issues within strict SLAs, providing both L2 and L3 support. This role refined my expertise in Salesforce, particularly in client-facing problem-solving and technical troubleshooting.”

Why did you choose to come work at Spotnana? What brought you to the travel industry?

“My journey to Spotnana and the travel industry was fueled by my desire for innovation, impact, and solving global challenges. After building a solid foundation within the Salesforce ecosystem, I was looking for an opportunity to use my technical knowledge to transform an industry ripe for disruption.

“What drew me specifically to Spotnana was its audacious vision. I saw a company not just iterating on existing solutions, but fundamentally reimagining the entire travel ecosystem from the ground up. Being part of a team that’s building a new infrastructure for travel, tackling complex global challenges, and enhancing the traveler experience through cutting-edge technology was incredibly compelling. I was especially impressed by Spotnana’s emphasis on customer-centricity, along with its deep understanding of corporate travel needs and the complexities faced by travel management companies.”

What are some of the technical problems you’re solving?

“At Spotnana, I’m tackling a range of technical challenges focused on enhancing our support ecosystem and internal efficiency. Establishing robust customer feedback mechanisms to continuously improve our technical support experience has been key.

“I’m also centralizing information by creating comprehensive knowledge bases for our internal support team and customer use. Furthermore, I’ve been responsible for engineering our SLA (Service Level Agreement) system to ensure timely and consistent service delivery. Beyond tools, I’ve developed numerous process workflows that streamline and automate critical support functions.”

What are the innovative projects that you’re working on driving innovation in the travel industry?

“At Spotnana, I’m at the forefront of innovative projects that are improving our internal operations and actively reimagining the foundational infrastructure of the travel industry. My focus is on leveraging cutting-edge technology, particularly AI, to create a more seamless, efficient, and intelligent support ecosystem.

I’m actively researching how AI can be used to feed and enrich our support ecosystem, fundamentally transforming how travelers and agents interact with our travel platform. I’m also  exploring how AI can analyze customer data and historical interactions to anticipate potential problems before they arise, allowing us to proactively offer solutions, provide personalized recommendations, and even preempt common inquiries. 

Ultimately, my aim is to create a much smoother and more intuitive traveler experience, helping Spotnana achieve its goal of building a next-generation travel platform that powers perfect trips for travelers everywhere.

What are the dynamics and goals of the Customer Support team? What is it like to work on your team?

“The Customer Support team at Spotnana is a dynamic, highly collaborative, and relentlessly customer-centric group. Our goal is to redefine what exceptional travel support looks like today and for the future of global travel. We aim to transform every interaction into a positive, seamless experience, ensuring our customers feel supported, empowered, and delighted by Spotnana. We’re not just problem-solvers; we’re advocates for the customer, constantly striving to anticipate their needs and exceed their expectations.

“Our team operates with a strong sense of shared purpose and mutual respect. There’s a constant flow of ideas and feedback, as everyone’s input is valued in our collective pursuit of innovation. We thrive on cross-functional collaboration, working hand-in-hand with Engineering, Product, and Sales teams to ensure that customer insights directly inform product development and service enhancements.”

What was your interview experience like at Spotnana?

“My interview experience at Spotnana was exceptional. It was immediately clear that Spotnana prioritizes a candidate-centric approach and values deep technical expertise alongside a collaborative spirit. Each time I spoke with a new team member, transparency and genuine engagement were evident. Every conversation felt like a mutual exploration of how my skills and aspirations aligned with Spotnana’s ambitious vision. 

“Technical rounds were thorough and challenging. They focused on practical problem-solving and critical thinking rather than theoretical knowledge, allowing me to demonstrate my capabilities. I especially appreciated how the interviewers were not only assessing my skills but also enthusiastically sharing insights into the product, the team’s culture, and the exciting challenges ahead.

“The process was also incredibly streamlined and efficient, which is a testament to Spotnana’s operational excellence. I received timely communication at every stage, and the coordination between different interviewers was seamless.”

What is your favorite thing about working at Spotnana?

“It boils down to two intertwined elements: the opportunity to innovate and the talented, collaborative people I get to build with. It’s truly inspiring to be part of a company that is actively building the future of global travel from the ground up. Every day, I work on solutions to complex, interesting problems that genuinely make an impact, whether it’s leveraging AI to streamline our support, designing new tools, or contributing to a platform that’s primed to revolutionize an entire industry. This isn’t just about coding or problem-solving; it’s about being a part of something transformative.

“Driving this transformation is a team of exceptionally bright and driven individuals supported by a culture that hinges on genuine curiosity and mutual respect. There’s a key emphasis on learning and growth. Ideas are openly shared, challenged constructively, and celebrated. It’s rare to find a place where you’re constantly pushed to be your best, yet you feel so supported by your colleagues. 

“The combination of groundbreaking work and an amazing team makes coming to work at Spotnana genuinely exciting every single day.”

Fun Facts!

• What’s the best trip you ever took and why? The best trip I ever took was to Goa with my friends. It was a dream we’d had since childhood. From the vibrant beaches and delicious food to the endless laughter and shared adventures, it felt like the culmination of a long-held wish.
• What’s your favorite thing to do at the airport? I love to roam around and explore the various stores, seeing what unique local products or duty-free finds are on offer. Grabbing some good food is always a must. For longer layovers, there’s nothing better than finding a quiet spot to binge-watch some documentaries, making the most of the downtime before the next adventure.
• What’s your favorite airplane snack? My favorite airplane snack is a good quality bag of salted cashews. They’re perfectly satisfying – just the right amount of crunch and savory flavor. Plus, they’re easy to eat without making a mess, which is a huge bonus in a confined space!
• Aisle, middle, or window seat? If I’m flying somewhere new and arriving during the day, a window seat is my top choice – I love seeing the landscape as we come in. The middle seat is a definite no-go if I’m traveling solo. For longer flights, I always gravitate towards the aisle for the ease of movement and ability to stretch my legs.
• What’s your go-to movie(s) to watch on a trip? My go-to show to watch on a trip is Friends.
• What’s the top destination on your bucket list? My top destination on my bucket list is actually a multi-faceted dream! Within India, it would undoubtedly be Agra, to finally witness the majestic Taj Mahal in person – a childhood dream come true. Internationally, I’d love to explore Europe’s rich history, diverse cultures, and stunning landscapes. For an iconic American experience, I’d love to visit Los Angeles for Hollywood, the glitz and glamour of Las Vegas, and the magical world of Disneyland.