Management

Varun Shoor Photo

Varun Shoor

Chief Executive Officer


As Founder and CEO of Kayako, Varun steers the overall direction of the company and, as the leading product architect, takes an active role in the design and development of the product line.

Helpdesk software that focused on the emerging online needs of customers was Varun's brainchild, and with it he established Kayako in 2001. Ten years and 30,000 customers later, Kayako is the leader in helpdesk software and real-time customer support solutions.

Follow @varunshoor on Twitter

Ryan Lederman Photo

Ryan Lederman

Chief Operating Officer


As COO, Ryan takes an active role in forming company strategy, as well as overseeing the direction and development of the product line. Ryan is one of Kayako's senior developers and continues to engineer Kayako products.

Ryan joined Kayako in 2004, and oversees the operations and business functions of our presence in the US, Kayako Inc. As a seasoned entrepreneur and self-taught engineer, Ryan has over a decade of experience in technology companies.

Follow @ryanlederman on Twitter

James Edwards Photo

James Edwards

Chief Business Development Officer


James is principally responsible for business development and partner relations. He takes an active role in company product and business strategy and works closely with the development team to oversee the direction of the product roadmap.

James is currently based in the United Kingdom and has been with Kayako since 2006.

Follow @jmedwards on Twitter

Raghav Arora Photo

Raghav Arora

VP of Operations, India


Raghav is chiefly responsible for overseeing all administrative operations of our offices in India as well as leading our customer support teams and sales operations.

He ensures that all of our offices in India and our SaaS infrastructure run smoothly in a rapidly-growing organization.

Follow @raghavarora on Twitter

"Kayako as enabled us to provide far superior support to our national and international user base"


- Associated Universities
"From the day we started talking with Kayako, we realized that they share the same passion for Customer Wow as we do."


- Peugeot Netherlands
"We recommend Kayako to anyone looking to get a grip on their support correspondence and bring resolution times down"


- ICANN
"We have seen a clear reduction of resources required as a result of implementing Kayako."


- MSI Micro-Star International
"The relative small cost of this software pales in comparison to the rise in efficiency of our helpdesk team."


- RSPCA, Australia
"There is no doubt that Kayako has saved us a lot of time and energy, we couldn't live without it"


- American School Foundation of Monterrey
"Thanks to Kayako, we canturn around much higher issue volumes per day, per employee"


- Sawmill Analytics
"Kayako has enabled us to deliver a higher level of service"


- Brisbane Grammar School
"Kayako allows us to more effectively manage, monitor and deliver customer support"


- Pellerin Milnor Corp
"Kayako is an ideal tool that helps us deliver the rapid service that our customers have come to expect"


- Multiplay UK
"Since setting up Kayako, our support volume has grown by a factor of 10, and Kayako grew gracefully with us"


- KashFlow
"I would have no hesitation in recommending Kayako as the number one helpdesk for use within education"


- St. Bede's Catholic School & Sixth Form College
"Kayako has really helped us to improve our customer support and workflow"


- Stardock Corporation
"Kayako is easy to set up and support has been fantastic"


- Swedish Match
"Kayako enables us to share experience and knowledge to enable better communication"


- Macmillan Education
"In all aspects, Kayako provides Namecheap with value in buckets"


- Namecheap
"All in all, Kayako is hands-down the most feature-rich, user-friendly and flexible platform I’ve come across for customer support"


- Texas Tech University
"Kayako helps us to optimize the way we work, fully servicing both ours and our customers' needs"


- Thrane & Thrane
"With Kayako, our response times to our users have decreased and it makes our jobs so much easier"


- TuneWiki
"I would definitely recommend Kayako to other academic and not-for-profit organizations"


- University of Illinois
"It’s not often that one can claim a ROI within months of purchasing a product, but that’s exactly the case with Kayako"


- University of Alberta
"When compared against other solutions on the market, Kayako was above and beyond anything offered by competitors"


- University of Queensland
"As a product, Kayako gives us the tools to improve customer satisfaction. As a service, Kayako's team are always friendly, responsive and always there"


- UserZoom
"As an enterprise, we needed the absolute best tools available. If you're thinking helpdesks, you should think Kayako"


- Pearson PLC
"Kayako actively helps us to keep on top of things and provide timely responses to our users"


- mtvU
"Feedback from staff is positive - Kayako's feature set is complete and the pricing can't be beaten"


- IPAC (NASA, Caltech)
"Our central IT section were blown away with what Kayako could do for them"


- Heriot-Watt University
"Kayako is a fantastic system, is easy to use and has become an essential part of our business"


- Georgetown University
"Even our computer-shy customers have no issues using Kayako"


- Expertus
"We have used Kayako since 2006 and we just love it"


- DrayTek
"Our team now has one place to see open issues, assign work, track progress and document solutions"


- Computer History Mueseum
"Kayako is a critical piece of our customer service commitment"


- Chess.com
"Kayako completely changed the way we provide support to our customers"


- CAE S.A.
"Your team has been absolutely amazing"


- Brand Karma by Circos
"We never have to worry about the reliability of our helpdesk."


- Augsburg College
"Kayako has transformed the support service that we are able to provide to our customers"


- Anritsu Ltd.
"Kayako has everything in the right place and everything makes sense."


- Avast!
"Kayako has positively and profoundly impacted how we interact with our customers"


- Sega of America
"The implementation was a breeze."


- National Association of Independent Schools
"We have found Kayako to be an incredible aid to our clients and, subsequently, to ourselves as a company"


- Atomic Crayon
Associated Universities Peugeot Netherlands ICANN MSI Micro-Star International RSPCA, Australia American School Foundation of Monterrey Sawmill Analytics Brisbane Grammar School Pellerin Milnor Corp Multiplay UK KashFlow St. Bede's Catholic School & Sixth Form College Stardock Corporation Swedish Match Macmillan Education Namecheap Texas Tech University Thrane & Thrane TuneWiki University of Illinois University of Alberta University of Queensland UserZoom Pearson PLC mtvU IPAC (NASA, Caltech) Heriot-Watt University Georgetown University Expertus DrayTek Computer History Mueseum Chess.com CAE S.A. Brand Karma by Circos Augsburg College Anritsu Ltd. Avast! Sega of America National Association of Independent Schools Atomic Crayon