Company Description

ScrapUncle is a digital platform (App and Website) that enables users to schedule doorstep pickups for junk items such as paper, metals, plastics, and electronic waste and get paid for their recyclables. The company focuses on convenient, reliable collection services that support responsible recycling and sustainability. ScrapUncle has completed over 50,000 pickups in Delhi NCR and sent more than 2.5 million kilograms of junk and recyclables to recycling units. The company has been featured on Shark Tank India Season 2 and is a winner of the Urban Works Challenge by Columbia University, reflecting strong market validation and innovation in the waste management space.

Role Description

The Head of Customer Support will lead and manage the customer support function, ensuring consistently high service quality and a positive customer experience. This full time on-site role, based in Gurugram, includes overseeing support operations, setting performance standards, and developing processes and policies that improve response times and issue resolution.



The person in this role will manage and mentor the support team, monitor key customer metrics, and collaborate with product and operations teams to address recurring issues and improve the user journey. Responsibilities also include handling escalations, implementing support tools and workflows, and gathering customer feedback to inform continuous improvement and align support strategies with business goals.

Qualifications
- Solid expertise in Customer Support and Customer Service, with a track record of leading high-performing support teams.
- Experience driving Customer Satisfaction and enhancing Customer Experience through data-driven initiatives.
- Ability to oversee and improve Technical Support processes for app and web-based platforms.
- Proven skills in conflict resolution, problem-solving, and handling complex customer escalations.
- Excellent communication and interpersonal skills, with the a

📌 Head of Customer Support (Gurugram)
🏢 ScrapUncle
📍 Gurugram