Customer Support Head

About the Role

Strategy and Leadership

• Define and drive the vision, strategy, and roadmap for the global customer support function.
• Build, mentor, and scale leadership teams across team leads, quality, training, and workforce management.
• Own support P&L, cost-per-contact, outsourcing mix, and budget planning.
• Represent the voice of the customer in product, supply chain, retail, and policy decisions.

Operations and Delivery

• Run day-to-day support operations across voice, chat, email, social, and WhatsApp for online and offline customers.
• Own CSAT, NPS, first-response time, resolution TAT, cost-per-ticket, and escalation or repeat-contact metrics.
• Design and improve SOPs, SLAs, and escalation matrices for order, delivery, warranty, returns, fitting, and eye-care issues.
• Lead crisis and surge management for festive sales, launches, and service outages.

Technology and Automation

• Partner with Product and Engineering to build AI-led and self-service support through chatbots, IVR, and WhatsApp bots.
• Use data to identify customer friction and drive improvements in product, logistics, and retail.
• Own CRM, helpdesk, quality monitoring, and workforce management tooling strategy.

Team and Culture

• Build a culture of ownership, empathy, and speed across a large distributed workforce.
• Establish hiring, training, and career-progression frameworks for the support organization.
• Manage BPO and vendor partnerships, including commercials, performance governance, and capacity planning.

What We Are Looking For

• 8–12 years of customer support or customer experience leadership experience.
• At least 4 years leading large-scale support operations with 500+ FTE across internal and outsourced teams.
• Experience managing high-volume omnichannel support across voice and digital channels and multiple geographies.
• Strong analytical orientation and comfort owning CSAT, NPS, AHT, and cost-per-contact metrics.
• Experience partnering with Product and Technology teams on automation, self-service, and AI-based support.
• Track record of building large direct and matrixed teams and managing BPO partnerships and commercials.
• Exceptional stakeholder management and structured, first-principles problem-solving skills.
• MBA or equivalent experience is preferred but not mandatory.

Why This Role Is Interesting