Head of Customer Service

MetaMorph, a 360 HR Advisory firm incubated within Blume Ventures, is dedicated to assisting startups in scaling, evolving, and growing. With a track record of helping over 220 startups and facilitating multiple hires, we offer a platform that caters to their needs and aspirations. Our client, a direct-to-consumer (D2C) mattress brand, is committed to delivering high-quality, cost-effective mattresses and sleep solutions through online sales by eliminating intermediaries. As the Customer Support Team Leader, you will be responsible for overseeing and guiding the entire customer support team to achieve and sustain top-tier performance. Your role will involve developing and executing customer support strategies aimed at enhancing satisfaction levels and fostering customer loyalty. Additionally, you will be required to monitor key performance indicators (KPIs), pinpoint bottlenecks, and optimize processes for improved outcomes. Handling escalations promptly and empathetically, collaborating with various departments to address recurring issues, and enhancing the overall customer journey will be crucial aspects of your role. Moreover, implementing efficient tools and training programs to elevate team productivity and enhance customer experiences will be part of your responsibilities. Providing regular reports on support metrics and spearheading continuous improvement initiatives will also be integral to your role. To qualify for this position, you should possess 5-10 years of experience in customer service leadership, preferably within a reputable D2C brand. Demonstrated expertise in managing and expanding large teams, along with strong analytical, operational, and communication skills, is essential. A customer-centric approach, a genuine passion for delivering exceptional service, and an inclination towards reading customer reviews for enjoyment are desirable traits. Moreover, experience in overseeing sizable teams with a focus on quality and performance, a data-driven mindset, a customer-centric outlook, and adept communication skills to transform criticisms into commendations are highly valued. Being composed under pressure, swift in responses, and proactive in addressing issues before they are noticed are qualities that we look for in potential candidates.,