Head of Customer Service

Service Head

Key Responsibilities

Customer Relationship & Satisfaction

• Build and nurture strong, long-term relationships with clients post-deployment.
• Ensure exceptional customer satisfaction across all service touchpoints.
• Act as the senior-most escalation point for client concerns and service-related issues.

Client Communication & Reviews

• Schedule and lead weekly service review calls with key clients to:
• Discuss product usage trends, open issues, and areas of improvement.
• Analyze and interpret usage/access reports to recommend optimizations.
• Identify opportunities to increase lock utilization and operational efficiency.

After-Sales & Field Support Management

• Ensure comprehensive coverage of all after-sales service functions, troubleshooting, replacement management, and maintenance.
• Oversee and manage field service operations to ensure timely on-ground support by the service team.
• Plan manpower and logistics to deliver consistent support across regions.
• Monitor field team performance, training needs, and SOP adherence.

Issue Resolution & Support Coordination

• Collaborate with customer support, product, and engineering teams to drive quick and effective issue resolution.
• Ensure SLAs and TATs are met and properly tracked for all service tickets.
• Implement RCA tracking and enforce corrective/preventive actions for recurring issues.

Reporting & Data Integrity

• Ensure accurate documentation of service cases and customer interactions.
• Monitor the quality of data being logged; validate all reports before client circulation.
• Identify service performance trends and generate actionable insights.

Proactive Value Addition

• Recommend improvements in service workflows and customer experience.
• Identify training or onboarding needs and arrange targeted support.
• Act as the voice of the customer internally, helping to influence product improvements and policy decisions.

Qualifications & Skills

• Bachelor’s degree in Business, Engineering, or a related field.
• 5–10 years of experience in a Service Management / After-Sales / Customer Success role.
• Experience managing field service teams and on-ground operations is essential.
• Exceptional interpersonal and communication skills.
• Strong leadership and conflict resolution capabilities.
• Comfortable working in fast-paced, client-facing environments.
• Familiarity with CRM systems, ticketing tools, and reporting dashboards.
• Understanding of smart devices, IoT, or telematics solutions is a plus.

What We’re Looking For

• A leader who can take full ownership of the service function, both strategic and operational.
• A strong people manager who leads by example and inspires accountability.
• Someone deeply committed to client success, satisfaction, and long-term retention.
• A collaborative team player who partners closely with operations, engineering, and sales.