Head of Customer Support: INR 20-25 LPA

Position:

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Department:

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Overview:

We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring customer satisfaction, loyalty, and advocacy. The ideal candidate will be a hands-on leader with experience in high-growth environments, adept at managing both digital and human-centric support channels for a physical product (EV).

Key Responsibilities:

a) Strategic Leadership & Operations:

• Develop and execute the overall customer support strategy aligned with company goals
• Build, mentor, and lead a high-performing customer support team (including remote support, field service coordination, and social/media response)
• Establish and monitor KPIs (CSAT, NPS, First Contact Resolution, Average Resolution Time) to drive continuous improvement
• Design and implement scalable support processes, systems (CRM, ticketing, knowledge base), and standard operating procedures (SOPs)
• Collaborate with Product, Engineering, Sales, and Marketing teams to relay customer feedback and influence product/ service improvements

b) Customer Experience & Issue Resolution:

• Ensure timely and effective resolution of customer inquiries across channels (phone, email, chat, social media, in-person)
• Oversee the technical support ecosystem for EV-related issues, including battery, software, charging, and vehicle performance, coordinating with service centers and field technicians
• Develop a robust customer education program (guides, tutorials, webinars) to empower EV users
• Handle escalated customer issues personally, ensuring brand reputation is upheld

c) Technology & Innovation:

• Leverage technology to automate routine queries and enhance self-service options
• Implement and optimize a CRM (like Salesforce, Zendesk, or Freshdesk) for seamless customer interaction tracking
• Explore AI/chatbot solutions to improve efficiency without compromising empathy

d) Reporting & Analysis:

• Provide regular reports to leadership on customer support performance, trends, and insights
• Use data analytics to identify root causes of issues and implement preventive measures
• Manage the customer support budget, ensuring cost-effectiveness

Qualifications & Experience:

• 8+ years of experience in customer support/service, with at least 3 years in a leadership role (Head, Director, or Senior Manager)
• Proven experience in a product-based company (automotive, consumer electronics, appliances, or EV/automotive background is a huge plus)
• Experience building and scaling customer support teams in a fast-paced startup or high-growth environment
• Strong knowledge of CRM systems, support ticketing tools, and customer experience metrics
• Exceptional communication, interpersonal, and problem-solving skills
• Based in or willing to relocate to Hyderabad

Good-to-have:

• Personal passion for sustainability, electric vehicles, and clean technology
• Experience in managing dealer/service center networks or field service operations
• Familiarity with the Indian EV ecosystem, policies, and customer expectations
• Technical aptitude to understand EV technology (charging infrastructure, software updates, vehicle diagnostics)