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.
- Strong 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.
- Solid communication, leadership, team management, and decision-making skills.
- Data-driven approach with the ability to monitor and improve customer service KPIs.

Key Performance Expectations

Out-of-TAT Ratio: Below 5%

Improve CSAT and positive customer feedback

Ensure timely query and complaint resolution

Reduce repeat complaints and escalations

Improve team productivity and accountability

Build and maintain effective SOPs and support processes

📌 Head of Customer Service (Delhi)
🏢 Sekyo
📍 Delhi