Head of Customer Service/Experience

Role Overview

Head of Customer Service/Experience

payment disputes, customer service systems, and process improvements

Key Responsibilities

1. Refunds & Disputes Management

• Oversee

  refund resolution

  across channels with speed, fairness, and compliance.
• Manage

  disputes with payment partners (PayPal, Stripe, Razorpay, etc.)

  and maintain an

  80%+ win rate

  .
• Standardize workflows for disputed transactions and escalations.

2. Customer Service Operations

• Manage

  human agents + bot interventions

  for 24x7 service coverage.
• Review

  escalated cases

  and identify root causes (Sales, Teachers, Tech, etc.).
• Drive

  RCA corrective measures accountability

  (with HR, Sales, or Operations as needed).
• Recommend

  incentive reduction or disciplinary actions

  in case of repeated talent-related issues.

3. Process & Knowledge Base

• Build and maintain a

  comprehensive Knowledge Base

  for agents and customers.
• Standardize documentation and escalation protocols.
• Continuously improve agent training and process adherence.

4. Tools & Analytics

• Own

  Zoho Desk & Zoho Suite

  for customer service operations.
• Leverage analytics to reduce repeat issues, optimize bot workflows, and improve

  CSAT/NPS

  .

5. Leadership & Team Engagement

• Lead and mentor a

  Bangalore-based customer service team

  .
• Spend active time with agents to resolve cases hands-on.
• Drive a

  customer-first, accountability-driven culture

  .

What a Week Looks Like in This Role

• Daily:

• Review escalations, disputes, and refund cases.
• Track customer satisfaction & operational SLAs.
• Check-in with agents on floor for live coaching.
• Sync with Tech/Sales/Teacher Ops on RCA findings.

• Weekly:

• Lead review meetings with support team leaders.
• Track

  refund & dispute performance vs. targets

  .
• Share RCA trends with HR, Sales, and Product/Tech teams.
• Update Knowledge Base with new cases & learnings.

• Monthly:

• Present

  customer service performance dashboards

  (CSAT, NPS, resolution times, dispute win rates).
• Conduct deep-dive audits into repeat issues.
• Run training/refresher sessions for agents.
• Align with leadership on upcoming CX goals & process improvements.

03 Week Plan

Week 1 (0–7 Days)

• Understand BrightCHAMPS’ customer service workflows, tools (Zoho Desk, bots), and policies.
• Build working knowledge of

  refunds/disputes pipeline and win-rates

  .
• Shadow agents and handle cases personally to identify pain points.
• Start documenting

  RCA from top issues

  across Sales, Teachers, Tech.

Week 2 (8–14 Days)

• Define a

  standardized dispute management playbook

  to achieve

  80%+ win rate

  .
• Roll out

  refined escalation workflows

  for refunds & service issues.
• Audit and optimize

  bot-to-human handoff cases

  .
• Introduce a

  weekly RCA review framework

  with HR, Sales, Tech.

Week 3 (15–21 Days)

• Launch

  Knowledge Base 2.0

  for agents and self-service.
• Set up

  CX performance dashboards

  (CSAT, NPS, refund resolution, dispute win rate).
• Establish

  agent training & disciplinary frameworks

  (aligned with HR).
• Deliver a

  roadmap for the next 6–12 months

  , focusing on automation, process stability, and scaling.

Key Requirements

• 10+ years in

  customer service/experience

  , including 3–5 years in leadership.
• Proven success in

  refunds & dispute management

  with

  payment gateways

  (PayPal, Stripe, Razorpay, etc.).
• Hands-on expertise with

  Zoho Desk & Zoho Suite

  (or similar).
• Strong skills in

  process-building, RCA, and cross-team collaboration

  .
• Data-driven mindset with ability to convert insights into operational improvements.
• Willingness to work

  onsite, 6 days a week

  in Bangalore.

rolling up sleeves and working alongside agents