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:
Robust 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 te

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