Head of Customer Experience

Job Title: Head of Customer Experience/Support

Location: Bangalore, India

Reports to: Founder

Department: Customer Experience/Support

Job Summary:

Supertails is seeking a highly strategic and customer-centric leader to head our Customer

Experience/Support team. The ideal candidate will drive initiatives that enhance customer

satisfaction, improve support efficiency, and foster long-term relationships with pet parents.

This role requires a deep understanding of customer needs, data-driven decision-making,

and the ability to collaborate across departments to deliver an exceptional experience for pet

parents and their companions.

Key Responsibilities:

Strategic Leadership:

● Develop and implement a comprehensive customer experience and support strategy

tailored for pet parents.

● Drive customer engagement, loyalty, and retention through proactive support

initiatives.

● Set and achieve customer experience KPIs, including NPS, CSAT, and resolution

time.

Customer Support Management:

● Oversee the customer support team, ensuring timely and effective resolution of pet

parent inquiries.

● Implement scalable support processes and technologies to enhance service

efficiency.

● Monitor support interactions and implement continuous improvement initiatives.

Customer Experience Enhancement:

● Analyze customer feedback to identify pain points and opportunities for service

improvement.

● Collaborate with product, operations, and marketing teams to enhance customer

touchpoints.

● Develop proactive customer education and engagement programs specific to pet

care.

Team Leadership & Development:

● Build, mentor, and manage a high-performing customer support team.

● Foster a customer-first and pet-friendly culture within Supertails.

● Provide training programs to enhance the team’s service skills and knowledge of pet

care.

Technology & Innovation:

● Leverage AI, automation, and self-service tools to improve customer support

efficiency.

● Identify and implement CRM and support platforms that enhance customer

interactions.

Qualifications & Experience:

● Minimum 4 years of experience as Head of Customer Experience, with a proven

track record in leading large-scale CX operations.

● Experience managing teams of 100+ employees, driving performance, and fostering

a high-engagement work environment.

● Strong analytical skills with experience in data-driven decision-making.

● Excellent leadership, communication, and interpersonal skills.

● Experience with CRM, customer support tools, and automation technologies. ●

Passion for delivering exceptional customer service and improving pet parent

journeys..

Preferred Qualifications:

● Experience in the pet care, veterinary, or e-commerce industry.

● Familiarity with omnichannel support models (phone, email, chat, social media).

● Background in customer psychology, service design, or UX research.

Why Join Supertails?

● Opportunity to shape and define the customer experience strategy for India's leading

pet care brand.

● Work in a dynamic and pet-friendly environment.

● Be part of a mission-driven team dedicated to improving the lives of pet parents and

their companions.

If you are a customer-obsessed leader looking to make an impact in the pet care

industry, we would love to hear from you!