From Support Intern to Onboarding Team Lead: My Journey at Fyle

Hello World,
I am Timothy Alphonso and have been a part of Fyle for over 4 Years now. When I look back at my time at Fyle, it’s hard not to smile at how far I’ve come from joining as a tentative intern in the Customer Support function to now leading a team in the Customer Onboarding function. It’s been a journey of learning, unlearning, and growing both personally and professionally. God truly ordained this job, and He orchestrated the whole process of me breaking through is a testimony in itself.

Before I jump into the meaty part of this blog, I just want to share a glimpse of my initial days and how that has shaped me in my professional walk at Fyle.

The Demo That Nearly Broke Me (But Didn’t)

One of the first rites of passage for anyone who joins Fyle is to give a demo of the platform. It’s a way to showcase what you’ve learned so far, and more importantly, to get feedback on where you can improve. Sounds fair, right? Except for me, it was absolutely nerve-wracking.

I still remember that day vividly. I had little confidence speaking to an open forum (though virtually ) as I thought this was the day of the test of my knowledge and leaving a lasting first impression. My palms were sweaty, and I could barely move my cursor straight. To make matters worse, I was dealing with a shaky internet connection and had to rely on my mobile hotspot. Just as the session began, GMeet started acting up, so I made a split-second decision to move everyone to Zoom. But guess what? Zoom wasn’t any kinder. After a few more hiccups, I had to shift the whole team back to GMeet.

Ahhhh, it was chaotic. I was flustered, embarrassed, and convinced that I had completely blown my shot. I remember thinking, “This is it. They’re never going to bet on someone like me.”

But they did.

God made me find favour with Fyle, and more specifically, with my then-manager, Pratima, who took a chance on me. After my three-month internship, it was time to find out whether I would be converted to a full-time role. And by God’s grace, I was. I can’t even describe the joy I felt.

But what truly stayed with me wasn’t just the conversion—it was something Pratima said during that discussion. She told me:

“Timothy, one of the key highlights of your internship was your ability to be curious and learn. You persevered through the challenges, stayed calm under pressure, took feedback in stride, and kept improving. That’s what made all the difference.”

Those words struck a deep chord. They became a mini compass for me—something I’d keep coming back to whenever I felt lost or unsure. That demo may have been a mess, but it ended up laying the foundation for everything that came after.

The Start: Stepping Into the World of SaaS Support

I joined Fyle as a support intern, unsure of what to expect but excited about the opportunity. In those early days or if I may say “Nights” as we cater to US clients and work in the US hours at Fyle, I was handling customer tickets, responding to queries via email and chat, and acting as the first line of communication for our users. It was fast-paced, detailed work, and I loved the immediacy of helping someone solve a problem, and the customer's appreciation for it was a cherry on top.

What made the support role dynamic was the coordination it required across teams. If a customer faced a bug or requested a new feature, I had to collaborate closely with the Product and Engineering teams to get things moving. It was a crash course in cross-functional communication and problem-solving.

Another fulfilling aspect of my role was conducting admin trainings—over 100 of them! Helping admins understand the platform, watching their confidence grow, and knowing that I played a role in that transformation was incredibly satisfying.
The irony of life - the same guy who messed up his first demo went on to give admin trainings to multiple folks globally. Just a testament to the fact that even if a stone makes you stumble, God can turn that same stone into a rock and make you climb high!

The Shift: Embracing Onboarding for a Bigger Picture

After two years in Support, I found myself craving deeper customer relationships. I wanted to be a part of their journey, ensuring I help them cross the finish line in their onboarding by trying to provide an experience that leaves a lasting impact. That’s what drew me to the Customer Onboarding team.

The switch wasn’t just about a new role—it was about a new mindset. Onboarding is more proactive, project-oriented, strategic, and incredibly nuanced. Every customer is unique, with different needs, goals, and expectations. I was no longer just answering questions—I was guiding customers through their first steps with Fyle, from setting up their accounts to integrating with accounting platforms, connecting corporate cards, and everything in between.

And yes, I continued delivering admin trainings here too, because some things don’t change when you love them.

The Present: Leading with Purpose

Today, I wear two hats. I’m still an individual contributor, actively onboarding customers and ensuring their experience is smooth and successful. But I also lead a team within the onboarding function, which brings its own set of responsibilities.

Managing a team has been one of the most rewarding aspects of my journey. It’s about more than answering questions or solving issues. It’s about mentoring, challenging, supporting, and sometimes simply listening. Watching my team members grow, helping them find their rhythm, and guiding them through complex onboarding journeys—that’s where I find purpose now.

I work remotely, during US hours, and while the night shift comes with its own challenges, it has also given me the space to focus deeply, build strong processes, and connect with our global customers seamlessly.

Reflecting Back, Looking Forward

My journey at Fyle hasn’t been linear, but it has been meaningful. I started out nervous, unsure, and a tad sceptical of myself. Today, I’m confident, deeply involved in strategic work, and leading a team of brilliant people, all while continuously introspecting and seeking answers even during days when things look foggy.

The culture at Fyle has played a big part in this. It’s a place that values curiosity, initiative, and growth. I’ve always felt encouraged to try, to fail, to learn, and to keep pushing forward.

If there’s one thing I’ve learned in the past few years, it’s that growth often begins at the edge of your comfort zone. I’m grateful to have taken that first step—and every one since.

Here’s to the journey so far, and all the adventures ahead.

Thank you for reading so far, would just like to end this blog with a Bible verse that keeps me going each day -
Philippians 4:13: "I can do all things through Christ who strengthens me.