Job Overview
We are looking for a customer-focused Head of Customer Success to lead our customer-facing operations across Support, Outbound Sales, Subscription, and Survey & Feedback. The role will be responsible for delivering excellent post-sales service, improving CSAT and customer retention, ensuring timely resolution, and maintaining Out-of-TAT cases below 5%. The candidate will also drive team performance, SOP development, process improvement, and escalation management.
Key Responsibilities
• Lead and manage Customer Support, Outbound Sales, Subscription, and Survey & Feedback teams.
• Ensure timely resolution of customer queries, complaints, and escalations while maintaining Out-of-TAT below 5%.
• Drive positive customer feedback, CSAT, customer retention, and overall post-sales experience.
• Manage and optimize CRM, WhatsApp API, Ticketing System, IVR, and Email Support.
• Create, implement, and continuously improve SOPs and customer service processes.
• Monitor team performance, set KPIs, conduct reviews, and provide training/coaching.
• Handle critical escalations and drive root-cause analysis and problem resolution.
• Track key metrics such as TAT, CSAT, resolution time, ticket closure, escalations, and customer feedback.
• Work closely with internal teams to resolve recurring customer issues and improve processes.
• Prepare regular customer service performance reports for management.
Required Skills
• 5–7 years of experience in Customer Support / Customer Service Operations / Customer Success.
• Prior experience in team handling and customer service operations.
• Robust knowledge of CRM, Ticketing Systems, WhatsApp API, IVR, and Email Support.
• Experience in SOP creation, process improvement, TAT/SLA management, and escalation handling.
• Strong problem-solving and Root Cause Analysis (RCA) skills.
• Experience in CSAT, customer feedback, surveys, and retention.
• Strong communication, leadership, team management, and decision-making skills.
• Data-dr
📌 Head of Customer Service (India)
🏢 Sekyo
📍 India