Position - Customer Support Head

Reporting To: Chief Revenue Officer (CRO)

Role :

- We are looking for a motivated and experienced Customer Support Head to lead our customer support team. The Customer Support Head will be responsible for leading critical customer support processes and delivering a best-in-class customer support experience that would establish us as a trustworthy brand for customers. You will be up-to-date on industry products and trends, and train staff accordingly.

- The ideal candidate will have proven expertise working in a customer support leadership position, showing excellent leadership and interpersonal skills, and possessing great communication skills in written and verbal forms.

The Customer Support Head will have the following key responsibilities :

Responsibilities :

- Lead the organization's efforts around delivering an excellent customer support process and train the team members accordingly

- Monitor performance of the Customer Support Leads and Executives and plan required interventions with the team members to consistently improve the quality of our customer experience delivery

- Support the organization's efforts to incorporate customer feedback into our product or business development initiatives or strategies

- Work cross-functionally with other department heads to gather relevant insights that can help deliver better products/services to our customers

- Render administrative support to other customer care team members when the need arises, or as instructed

- Ensure that the entire team is meeting the required or targeted SLAs around their response or resolution turnaround times or their overall satisfaction ratings as shared by customers

- Identify tasks critical to keeping customer satisfaction levels in check

- Review customer support policies and promote their implementation.

- Ensure that the team is aware of all new information related to products or processes as and when required or necessary

- Preparing detailed weekly or monthly dashboards for the leadership team to assess and review our customer centricity and satisfaction scores.

Required Skills :

- Minimum 12+ Yrs. Of experience into Customer Support Leadership role as a General Manager, Director, AVP/VP ideally in a consumer-oriented technology company

- Possession of interpersonal skills to be able to relate cordially with different classes of people

- Ability to handle stress well

- Ability to listen and pay attention to details

- Possess a pleasant and clear speaking voice, coupled with a fluency in English

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