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.
