Customer Support Lead

Head – Customer Support

Customer Experience Operations

Lenskart |Gurugram, Haryana | Full-Time

About Lenskart

Lenskart is India's largest omnichannel eyewear company, on a mission to solve the vision problem for 2 billion people across the world. Since Peyush Bansal founded Lenskart in 2010, the company has grown into a vertically integrated eyewear ecosystem — spanning e-commerce, 2,700+ retail stores across India and international markets (Singapore, Japan, Thailand, Taiwan, the Middle East and beyond), in-house design and manufacturing, and pioneering innovations like Home Eye Checkups and 3D virtual try-on.

Lenskart serves 30 million+ customers, crossed ₹6,650+ crore in FY25 revenue, turned solidly profitable, and is now on the path to a public listing. Behind that scale sits one non-negotiable promise: every customer, whether they bought online, in a franchise store, or through a home eye-test visit, gets a seamless, trustworthy experience — and that promise lives and dies with Customer Support.

About the Role

We're looking for a Head of Customer Support to own and scale the customer support charter for all of Lenskart — across India and international geographies, across every channel (voice, chat, email, social, WhatsApp, in-store escalations), and across every touchpoint in the journey (order, delivery, fitting, warranty, returns, subscription, and eye-care services). This is a senior leadership role reporting into Customer Experience / Operations Leadership, based out of Lenskart's Gurugram headquarters, with full P&L-style ownership of support cost, quality, and customer outcomes.

You'll lead a large, multi-layered organization (in-house team + BPO/outsourced partners), sit at the table for product and policy decisions that affect millions of customers, and be the voice of the customer inside a company built on the customer-first, always philosophy that Lenskart is known for.

What You'll Own

Strategy & Leadership

• Define and drive the overall vision, strategy, and roadmap for Lenskart's global customer support function
• Build, mentor, and scale a high-performing leadership team across team leads, quality, training, and workforce management
• Own the support P&L: cost-per-contact, outsourcing mix, and budget planning across in-house and BPO/partner teams
• Represent the voice of the customer at the leadership table, influencing product, supply chain, retail, and policy decisions

Operations & Delivery

• Run day-to-day support operations across voice, chat, email, social, and WhatsApp for both online and offline (2,700+ store network) customers
• Own key metrics: CSAT, NPS, first-response time, resolution TAT, cost-per-ticket, and escalation/repeat-contact rates
• Design and continuously improve SOPs, SLAs, and escalation matrices across order issues, delivery, warranty/returns, prescription and fitting complaints, and eye-care appointments
• Lead crisis and surge management (festive sales, new launches, service outages) with clear playbooks

Tech, Data & Automation

• Partner closely with Product and Engineering to build AI-led and self-serve support (chatbots, IVR, WhatsApp bots) that reduces contact volume while improving resolution quality
• Use data to identify root causes of customer friction and drive them upstream into product, logistics, and retail fixes rather than just resolving downstream tickets
• Own support tooling strategy — CRM/helpdesk platforms, quality monitoring, and workforce management systems

Team & Culture

• Build a culture of ownership, empathy, and speed across a large distributed workforce
• Set up hiring, training, and career-progression frameworks for a support organization operating at Lenskart's scale
• Manage vendor/BPO partnerships — commercials, performance governance, and capacity planning

What We're Looking For

• 8–12 years of experience in customer support/customer experience leadership, with at least 4+ years leading large-scale support operations (500+ FTE across in-house + outsourced teams), ideally in e-commerce, D2C, retail, fintech, or consumer tech
• Proven experience managing omnichannel support (voice + digital) at high volume and building/scaling teams across multiple geographies
• Strong data and analytical orientation — comfortable owning metrics like CSAT, NPS, AHT, and cost-per-contact, and translating them into action
• Experience partnering with Product/Tech teams to drive automation, self-serve, and AI-based support solutions
• Track record of building and leading large teams (direct + matrixed), including managing BPO/outsourcing partnerships and commercials
• Exceptional stakeholder management — this role sits close to leadership and needs to influence product, ops, and retail teams without direct authority
• Structured, first-principles problem solver who's equally comfortable in a strategy conversation and a live-fire escalation
• MBA or equivalent experience preferred, not mandatory

Why This Role Is Interesting

Scale that's rare in India: You'd own support for a brand serving 30 million+ customers across 2,700+ stores and multiple countries — few CX leadership roles in India operate at this scale.

A company still moving fast: Lenskart is profitable, growing, and heading toward an IPO — you'd be building the support org for its next phase, not maintaining a legacy one.

Real influence, not just ticket management: With home eye tests, 3D try-on, and in-house manufacturing all feeding into the support funnel, this role directly shapes product and ops decisions — it's a seat at the table, not a call-center management job.

Mission that's easy to believe in: Lenskart's founding purpose — solving the vision problem for 2 billion underserved people — gives the role a clear why beyond the metrics.

Location: Gurugram (Lenskart HQ) Reporting to: Customer Experience / Operations Leadership

Note: This JD was drafted using publicly available information on Lenskart's scale, business model, and industry-standard structures for senior Customer Support/CX leadership roles. Please validate specific reporting lines, team size, and compensation band with Lenskart's internal HR/TA team before publishing externally.