Senior Manager / Lead – Customer Support

Position: Senior Manager / Lead – Customer Support Work Experience – 5 Years. Location – Delhi Salary – 14 LPA Industry – D2C, fintech, SaaS, or consumer internet companies. Key Responsibilities Customer Experience Strategy & Execution • Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.). • Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates. • Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement. Customer Support Operations • Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk). • Drive efficiency in ticket handling, escalation management, and root-cause analysis. • Establish internal feedback loops to continually improve the customer experience. Revenue Enablement • Design and implement processes for cross-selling and upselling during customer support interactions. • Train the CX team to identify revenue opportunities while maintaining a service-first mindset. • Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings. Leadership & Team Development • Hire, mentor, and manage a high-performing support team aligned with business goals and customer values. • Foster a culture of empathy, ownership, and performance excellence within the CX function. Customer Advocacy & VOC • Act as the voice of the customer internally by synthesizing feedback into actionable insights. • Drive initiatives to reduce churn, increase loyalty, and boost referral engagement. Cross-Functional Collaboration • Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps. • Support campaigns and launches with seamless CX planning and execution. Show more Show less