Strategic Leadership:

- Define and execute a scalable customer support strategy aligned with company goals.
- Build and optimize processes to handle high volumes of chat, call, and ticket support efficiently.

Team Management:

- Scale and lead a high-performing support team across various channels.
- Drive recruitment, onboarding, training, and development of the support team.
- Foster a culture of excellence, collaboration, and continuous improvement.

Process Optimization:

- Design and implement robust support workflows, tools, and technologies to enhance productivity.
- Ensure adherence to SLA metrics like response times and resolution rates.

Customer Experience:

- Monitor and improve customer satisfaction (CSAT) scores and other KPIs.
- Develop feedback loops to translate customer insights into actionable improvements.

Performance Analysis:

- Track, analyze, and report support team performance metrics to stakeholders.
- Benchmark against industry standards and continuously iterate for efficiency.

Collaboration:

- Work closely with Product, Engineering, and Sales teams to align on customer needs and pain points.




- Participate in strategic initiatives to enhance product and service offerings.

Ideal Candidate Profile:

Experience:

- 7+ years in customer support leadership roles, preferably in SaaS or software companies.
- Proven track record of scaling support teams and processes for high-volume operations.

Education:

- Bachelor's degree in Engineering is a must.
- MBA or equivalent advanced degree is highly preferred.

Skills:

- Strong understanding of customer support metrics and best practices.
- Hands-on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom).
- Exceptional communication, leadership, and analytical skills.

Attributes:

- Customer-focused mindset with a passion for delivering exceptional experiences.
- Strategic thinker with the ability to translate goals into actionable plans.
- Proficient in managing cross-functional teams and driving team-oriented outcomes.

Skills: Team Management, Process Optimization, Product Engineering

Experience: 3.00-8.00 Years

📌 Head Customer Support (Mumbai)
🏢 Double Ticks
📍 Mumbai