Customer Support/Experience Lead

As a Senior Manager or Lead Customer Experience & Support, you will be responsible for building and leading the CX function from the ground up. Your role will involve blending process excellence with deep empathy to enhance customer interactions and drive revenue growth. Here's what will be expected from you: **Key Responsibilities:** - **Customer Experience Strategy & Execution** - Build and scale the end-to-end customer experience journey across various 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 for consistent customer engagement. - **Customer Support Operations** - Set up and manage support tools such as CRMs, Helpdesks like Freshdesk, Zendesk. - Drive efficiency in ticket handling, escalation management, and root-cause analysis. - Establish internal feedback loops to enhance the customer experience continually. - **Revenue Enablement** - Design and implement processes for cross-selling and upselling during customer support interactions. - Train the CX team to identify revenue opportunities while prioritizing service excellence. - Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value propositions. - **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 translating feedback into actionable insights. - Drive initiatives to reduce churn, increase loyalty, and enhance referral engagement. - **Cross-Functional Collaboration** - Work closely with Product, Tech, Operations, and Marketing teams to address systemic issues and influence roadmaps. - Support campaigns and launches with seamless CX planning and execution. **Qualifications Required:** - 5+ years of experience in customer support or experience roles, with at least 2+ years in a leadership position. - 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.,