Head/Chief - Customer Service/ Customer Experience

Role Overview

The Customer Service Leader will oversee end-to-end service operations, ensuring customers receive timely, accurate, and empathetic support across all channels. This role focuses on improving service quality, driving operational efficiency, strengthening customer satisfaction, and building a high-performing service team.

Key Responsibilities

Customer Operations Management

• Lead day-to-day customer support across phone, email, chat, and social channels.
  
• Monitor service levels, queue performance, ticket ageing, and workload distribution.
  
• Ensure resolution quality meets internal SLAs and customer expectations.
  

Team Leadership

• Recruit, mentor, and manage frontline agents and supervisors.
  
• Conduct regular coaching sessions, performance evaluations, and skills development programmes.
  
• Foster a culture of empathy, responsiveness, and continuous improvement.
  

Process & Quality Improvement

• Identify root causes of recurring issues and lead corrective actions.
  
• Standardise workflows, knowledge bases, and escalation paths.
  
• Implement QA frameworks to monitor consistency and accuracy in responses.
  

Customer Experience Enhancement

• Track CSAT, NPS, first-contact resolution, and other key experience metrics.
  
• Map customer journeys and remove friction points across touchpoints.
  
• Work closely with product, engineering, and sales teams to resolve systemic issues.
  

Technology & Tools Management

• Oversee CRM, ticketing systems, telephony platforms, and automation tools.
  
• Recommend improvements such as chatbots, IVR enhancements, and self-service features.
  
• Ensure data integrity and proper utilisation of support tools.
  

Cross-Functional Collaboration

• Act as the voice of the customer in internal discussions.
  
• Partner with product, marketing, and operations teams to handle escalations and feedback loops.
  
• Prepare service performance reports for leadership.
  

Required Qualifications & Experience

• 10+ years in customer service operations, including team leadership.
  
• Experience with CRM platforms, support automation, and omni-channel environments.
  
• Strong analytical skills with a proven ability to interpret service metrics.
  
• Excellent communication, conflict resolution, and leadership capabilities.
  

Preferred Attributes

• Customer-first mindset with strong emotional intelligence.
  
• Ability to manage high-pressure environments and shifting priorities.
  
• Demonstrated experience building scalable service processes.
  
• Familiarity with digital support tools, AI-driven automation, and CX best practices.