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Job Overview:

We are seeking an experienced and customer-focused Customer Executive Head to lead our customer service operations and enhance overall client satisfaction. In this role, you will oversee customer support teams, manage escalations, and develop strategies to improve service quality and customer retention. You will be responsible for analyzing customer feedback, implementing process improvements, and ensuring smooth communication across departments to deliver a seamless customer experience. The ideal candidate is a strong leader with excellent problem-solving, communication, and people management skills.

Key Responsibilities:

1. Team Leadership & Management • Lead, mentor, and manage a team of 10-15 customer executives, team leads, and support specialists. • Set clear goals, KPIs, and performance metrics for the team. • Conduct regular training, evaluations, and skill development sessions. • Build a strong culture of empathy, accountability, and customer-centricity.

2. Customer Support & Experience Ownership • Own all support channels: Calls, WhatsApp, Email, Chat, D2C orders. • Define and maintain SLA targets (response time, resolution time, CSAT, NPS). • Ensure seamless resolutions for order issues, replacements, returns, and grievances. • Design and enforce SOPs to deliver consistent, high-quality service.

3.



Process Improvement & Operational Excellence • Identify bottlenecks and optimize workflows to drive efficiency. • Build scalable processes for handling peak volumes and high-demand days. • Implement quality assurance programs, call audits, and performance monitoring. • Improve tools, scripts, training materials, and knowledge bases.

4. Data, Metrics & Reporting • Own CX dashboards and track metrics such as CSAT, NPS, FRT, AHT,Repeat complaints & escalation rate • Prepare weekly and monthly reports for leadership. • Use analytics to identify patterns, gaps, and opportunities for improvement.

5. Customer Delight & Retention • Build customer delight programs (surprise & delight, loyalty gestures, feedback drives) based on different cohorts. • Convert negative experiences into positive ones through proactive recovery. • Introduce initiatives to increase repeat purchases and improve brand perception.

Experience:

- 2-4 years of experience in customer support or service-oriented roles. • Experience in D2C/e-commerce, FMCG, or consumer-facing startups preferred.
- Strong people management and leadership capabilities.
- Deep understanding of customer support operations and industry best practices.
- Strong analytical mindset with comfort in dashboards, data, and metrics.
- Problem-solver with strong attention to detail.
- Ownership-driven, proactive, and adaptable in a fast-paced workplace.

📌 Customer Support Manager (Gurugram)
🏢 Anveshan
📍 Gurugram