Head of Customer Support

Head of Customer Support Performance

Key Responsibilities:

• Achieve and maintain key support KPIs, including

  First Response Time (FRT)

  ,

  Average Handling Time (AHT)

  , and

  Customer Satisfaction (CSAT)

  .
• Ensure operational efficiency by monitoring and optimizing support-related costs.
• Maintain the right balance of team

  headcount

  and

  performance quality

  to meet business demands.

What We Value (Traits That Matter):

• High levels of

  proactivity

  and a strong sense of

  ownership

  .

• Structured thinking

  , logical reasoning, and strong

  analytical capabilities

  .
• Hands-on approach and comfort with conducting

  on-ground process evaluations

• Genuine

  passion for mentoring

  , developing talent, and supporting others.

What You Bring (Competencies That Matter):

• 3–5 years

  of proven leadership experience in a

  customer support head role

  , preferably in B2C or online services.
• In-depth understanding of

  contact center operations

  , KPIs, and

  process optimization

  .
• Strong

  team management

  skills to maintain staffing levels, motivation, and service excellence.
• Experience in improving key

  customer loyalty metrics

  such as

  Net Promoter Score (NPS)

  .
• Excellent cross-functional collaboration skills to work effectively across departments.
• Ability to

  handle high-pressure situations

  and resolve conflicts constructively.

Bonus Points (Preferred Qualifications):

• Prior experience working in

  cross-cultural teams

  .
• Familiarity with

  chat-based support platforms

  .
• Exposure to

  process automation

  , especially involving

  AI-driven tools

  .

Industry Preference:

• Open to all industries — B2B, B2C, SaaS, e-commerce, hospitality, fintech, etc.
• We are looking for someone with a strong problem-solving mindset, customer empathy, and process orientation regardless of domain background.