Customer Support/Experience Lead

HuntingCube Recruitment Solutions

5 years

0 Lacs

Delhi Delhi India

Posted:3 months ago| Platform:

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Skills Required

support empathy strategy chat training freshdesk drive efficiency escalation management enablement design upselling service marketing leadership development collaboration resolve planning scaling psychology communication automation analytics

Work Mode

On-site

Job Type

Full Time

Job Description

We are seeking a highly driven and customer-obsessed Senior Manager or Lead – Customer Experience & Support to build and lead our CX
function from the ground up. This role is ideal for someone with a strong background in early-stage startups, who can blend process excellence withdeep empathy, and who sees customer interactions as opportunities for both resolution and revenue growth through cross-selling and upselling.Key ResponsibilitiesCustomer Experience Strategy & Execution

Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.).
Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates.
Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement.

Customer Support Operations

Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk).
Drive efficiency in ticket handling, escalation management, and root-cause analysis.
Establish internal feedback loops to continually improve the customer experience.

Revenue Enablement

Design and implement processes for cross-selling and upselling during customer support interactions.
Train the CX team to identify revenue opportunities while maintaining a service-first mindset.
Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.

Leadership & Team Development

Hire, mentor, and manage a high-performing support team aligned with business goals and customer values.
Foster a culture of empathy, ownership, and performance excellence within the CX function.

Customer Advocacy & VOC

Act as the voice of the customer internally by synthesizing feedback into actionable insights.
Drive initiatives to reduce churn, increase loyalty, and boost referral engagement.

Cross-Functional Collaboration

Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps.
Support campaigns and launches with seamless CX planning and execution.

Who You Are

5+ years of experience in customer support or experience roles, with at least 2+ years in a leadership capacity.
Proven track record of setting up and scaling CX from scratch in a high-growth startup.
Deep understanding of customer service psychology, problem-solving, and lifecycle management.
Demonstrated ability to drive upselling and cross-selling within support workflows.
Strong communication skills, both verbal and written, with a calm and empathetic tone.
Proficient in using customer support platforms, automation tools, analytics dashboards, and CRMs.
Adept at managing KPIs while balancing empathy and business outcomes.

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Customer Support/Experience Lead