Description
This role is for one of the Weekday's clients
Salary range: Rs 1400000 - Rs 2600000 (ie INR 14 - 26 LPA)

Min Experience: 8+ years
Location: Pune
JobType: full time

We are seeking an experienced and customer-focused Head of Customer Support to lead and scale our customer support function. This leadership role is ideal for someone who is passionate about delivering exceptional customer experiences while building high-performing support teams and efficient service operations. As the Head of Customer Support, you will be responsible for developing customer support strategies, improving service quality, driving operational excellence, and ensuring customer satisfaction across all support channels.
You will work closely with Product, Engineering, Sales, Customer Success, and Operations teams to address customer needs, improve support processes, and implement scalable solutions that enhance the overall customer journey. The ideal candidate has extensive experience managing large support teams, defining customer service standards,



and using data-driven insights to optimize performance.

Requirements
Key Responsibilities
- Develop and execute a comprehensive customer support strategy aligned with business objectives.
- Lead, mentor, and inspire customer support managers and teams to consistently deliver exceptional customer experiences.
- Establish customer service policies, processes, and quality standards that promote efficiency and customer satisfaction.
- Monitor support operations, analyze key performance indicators, and implement continuous improvements.
- Collaborate with cross-functional teams to resolve customer issues and improve product and service quality.
- Build scalable support processes that accommodate business growth while maintaining service excellence.
- Drive customer-centric initiatives that improve retention, loyalty, and overall customer experience.
- Oversee workforce planning, hiring, onboarding, coaching, and performance management of

📌 Head of Customer Support (Pune)
🏢 Weekday AI
📍 Pune