Head of Customer Support

5 years

0 Lacs

Posted:3 weeks ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

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.

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