About the Role

We are looking for an experienced and customer-obsessed Head of Customer Support to lead and scale the customer experience function for a fast-growing D2C brand. The role will own end-to-end customer support operations across order management, returns, refunds, replacements, logistics escalations, and customer retention while ensuring best-in-class customer satisfaction. The ideal candidate should have strong experience in D2C/E-commerce customer support, team leadership, and process optimization.

Key Responsibilities

Lead and manage the Customer Support team across chat, email, voice, WhatsApp, and social media channels.
Own customer experience metrics including CSAT, NPS, First Response Time (FRT), TAT, Resolution Rate, and SLA adherence.
Handle customer escalations related to orders, deliveries, damaged products, refunds, replacements, cancellations, and payment issues.
Drive returns, RTO, NDR, reverse logistics, and refund operations in coordination with warehouse and logistics teams.
Develop and implement SOPs, workflows, quality frameworks, and escalation matrices.
Partner closely with Operations, Warehouse, Supply Chain, Product, Marketing, and Technology teams to resolve customer issues and improve customer journeys.
Monitor customer feedback, identify recurring issues, and drive process improvements.
Build, train, mentor, and scale high-performing customer support teams.
Manage CRM and helpdesk platforms such as Freshdesk, Zendesk, Gorgias, Kapture, or Zoho Desk.
Prepare and present weekly and monthly CX performance reports to leadership.
Improve retention, repeat purchase rates, and customer loyalty through superior customer experience initiatives.
Ensure seamless handling of high-volume support operations during sales, launches, and peak seasons.

Required Qualifications

8–12+ years of experience in Customer Support, Customer Success, or Customer Experience.
Minimum 3–5 years in a leadership role managing customer support teams.
Prior experience in D2C, E-commerce, Retail, Quick Commerce, or Consumer Internet businesses.
Strong understanding of order management, returns, refunds, reverse logistics, courier operations, and customer lifecycle management.
Experience managing support teams across multiple channels.
Hands-on expertise with CRM and ticketing platforms.
Excellent communication, stakeholder management, and problem-solving skills.
Strong analytical mindset with experience tracking and improving CX KPIs.

Head of Customer Support (D2C Brand)