Head Customer Support

Role & responsibilities

Position Overview

Job Location is Hyderabad.

Customer Support Head

Key Responsibilities

1. Strategic Leadership & Planning

Develop and execute customer support strategies aligned with company objectives.

Identify trends, opportunities, and challenges to enhance service standards.

Establish and track customer service KPIs and performance targets.

2. Team Management

Lead, train, and mentor the customer support team to ensure high performance.

Implement workforce planning, shift scheduling, and resource allocation.

Conduct regular performance reviews and coaching sessions.

3. Customer Experience & Issue Resolution

Ensure all customer inquiries, issues, and complaints are handled efficiently and professionally.

Oversee escalation management and provide solutions for complex customer problems.

Drive initiatives to improve response time, resolution time, and customer satisfaction scores.

4. Process Improvement

Develop and update SOPs to standardize support processes.

Implement tools and technologies (CRM, ticketing systems, etc.) to enhance efficiency.

Continuously refine workflows to reduce operational bottlenecks.

5. Cross-Functional Collaboration

Work closely with sales, operations, product, logistics, and finance teams to resolve customer issues.

Share customer feedback and insights to support product and service improvement.

Coordinate with management to align customer support activities with business goals.

6. Reporting & Analytics

Provide regular reports on support performance, customer feedback, and operational metrics.

Monitor complaints, trends, and root causes to drive preventive actions.

Present insights and recommendations to senior leadership.

7. Quality, Compliance & Customer Policies

Ensure compliance with company policies, service-level agreements (SLAs), and regulatory requirements.

Maintain high standards of professionalism and service quality.

Develop and implement customer service policies and guidelines.

Qualifications & Experience

Bachelors degree in Business Administration, Communications, or a related field (Masters preferred).

8–12 years of experience in customer service/support roles, with at least 3–5 years in a leadership position.

Experience in managing large teams and handling escalations.

Key Skills & Competencies

Strong leadership and people management

Excellent communication and interpersonal skills

Problem-solving and conflict resolution

Data-driven decision-making

Customer-centric mindset

Ability to work under pressure and manage crises

Process orientation and continuous improvement mindset