Role:

Customer Support Head

Location: Bangalore
Industry: Retail / Fashion / E-commerce
Experience: 710 Years
Employment Type: Full time

Preferred candidate profile:

We are looking for an experienced Customer Support Head to lead and manage the Customer Support function for both Retail and E-commerce operations. The ideal candidate should have a robust customer service background, expertise in CRM platforms such as HubSpot and Zoho, and experience leading high-performing customer support teams.

Key Responsibilities
Lead and manage the end-to-end Customer Support team across Retail & E-commerce.
Ensure timely resolution of customer queries, complaints, returns, refunds, and escalations.
Monitor customer satisfaction and improve service quality.
Analyze customer behaviour, feedback, and support metrics to drive process improvements.
Develop and implement customer service strategies, SOPs, and KPIs.




Train, mentor, and review team performance.
Collaborate with Sales, Operations, Logistics, Marketing, and IT teams to enhance customer experience.
Prepare MIS reports and present customer insights to management.

Key Skills
710+ years of experience in Customer Support/Customer Service, with leadership experience.
Hands-on experience with HubSpot, Zoho CRM, OptCulture or similar customer service software.
Solid team management and stakeholder coordination skills.
Expertise in customer behavior analysis, service reviews, and process improvement.
Excellent communication, analytical, and problem-solving abilities.

Experience in Retail and E-commerce customer support is mandatory.

📌 Head Customer Support Bengaluru (India)
🏢 Sashi Vangapalli
📍 India