Head of Inside Sales and Customer Support

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🔎 Role Overview

Head of Inside Sales & Customer Support

💼 Key Responsibilities

🔹 Strategy & Leadership

• Define and execute inside sales & customer support strategy aligned with D2C growth goals
• Build, mentor, and scale high-performing sales & support teams
• Establish SOPs, KPIs, performance frameworks, and scalability models
• Own revenue, retention, CSAT/NPS, and operational excellence

🔹 Inside Sales Management

• Lead inbound & outbound inside sales, consultative selling, and deal closures
• Optimize CRM usage, sales automation, and engagement platforms
• Partner with Marketing on lead generation, promos, bundles, upsell & retention flows
• Use analytics to refine scripts, cadences, segmentation & conversions

🔹 Customer Support & Experience

• Own multi-channel customer support (Email, Chat, Phone, Social, WhatsApp)
• Define SLAs, escalation paths, QA processes & response benchmarks
• Drive CSAT, NPS, first-response & resolution metrics
• Lead proactive customer engagement, education & retention initiatives

🔹 Cross-Functional Collaboration

• Work closely with Marketing, Product, Ops & Logistics teams
• Resolve fulfilment, returns, refunds & service issues seamlessly
• Share customer insights, trends & competitive intelligence with leadership

🔹 Reporting & Analytics

• Present monthly/quarterly dashboards on revenue, pipeline, CSAT, retention & forecasts
• Lead root-cause analysis and continuous improvement initiatives

🎓 Qualifications

• Bachelor’s degree in Business / Marketing / Sales (MBA preferred)
• 8+ years in Inside Sales / Customer Support / Customer Success (D2C, e-commerce, beauty preferred)
• Proven experience scaling teams and driving revenue growth
• Strong communication, leadership & stakeholder management skills

⭐ Preferred Skills

• Deep understanding of D2C metrics, customer lifecycle & retention strategies
• Exposure to skincare/beauty category & digital buying behaviour
• Track record of building playbooks and driving sustained growth