Head of Customer Support

Job Description

We are seeking a dynamic Customer Service Head to lead and optimize customer support operations for ZEVO (Parenting App) and ZOEY (Caretaker Services) . This role will focus on driving service excellence, user satisfaction, and operational efficiency across WhatsApp, Email, and Telephony support channels . The ideal candidate will build and manage a high-performing support team while implementing scalable customer service strategies that enhance user experience and retention. Key Responsibilities: 1. Customer Experience & Strategy Development Define and implement customer service policies, SLAs, and quality standards for ZEVO and ZOEY. Establish a data-driven approach to measure and improve customer satisfaction, response time, and resolution rates. Develop and execute strategies for proactive customer engagement , including retention, renewals, and upselling. 2. Team Leadership & Process Optimization Build, train, and manage a customer support team handling inquiries via WhatsApp, Email, and Telephony . Develop a tiered support structure to manage high-priority cases efficiently. Create knowledge bases, FAQs, and training modules to streamline team performance. 3. Technology & Automation Integration Oversee the implementation of WhatsApp Business API (Interakt), CRM tools, and AI chatbots for seamless customer interactions. Leverage automation to reduce response times and improve first-contact resolution rates . 4. Customer Issue Resolution & Feedback Loop Ensure timely resolution of technical issues , caretaker service concerns, and subscription-related queries. Set up structured feedback loops between customers and product teams for continuous app and service improvements. 5. Subscription & Retention Management Implement strategies to reduce churn and increase customer retention by proactively engaging with users. Oversee pricing and refund support policies to ensure transparency and fairness.