Lead - Customer Support - D2C/eCommerce
2 weeks ago
the RoleAs the Lead Customer Support, you will lead the end-to-end customer experience journey for our D2C brand. Youll be responsible for ensuring every customer interaction builds trust, loyalty, and advocacy. This role requires a data-driven yet empathetic leader who can scale a support function while maintaining a human touch.Key Experience Leadership- Define and execute the brands customer support strategy aligned with business goals.- Drive exceptional post-purchase experience across all channels (chat, email, social, WhatsApp, phone).- Develop and enforce SLAs, response times, and resolution protocols to ensure seamless service.- Collaborate with marketing, product, and operations teams to address recurring issues and enhance CX.Team Management- Build, lead, and mentor a high-performing customer support team (agents, TLs, QA specialists).- Set clear performance metrics (CSAT, NPS, TAT, FCR) and conduct regular performance reviews.- Create scalable SOPs and training modules for the team to handle peak load efficiently.Process & Quality Improvement- Implement CRM and ticketing tools (Freshdesk, Zendesk, Gorgias, etc.) for better visibility and tracking.- Identify bottlenecks and introduce process automations or self-service tools (chatbots, FAQs).- Monitor customer feedback trends and coordinate with internal teams for root cause analysis.Data & Insights- Own customer feedback loops analyze data to derive actionable insights.- Present weekly/monthly reports on performance metrics and customer sentiment.- Proactively reduce escalations through predictive support and proactive communication.Brand Advocacy- Convert support interactions into upsell or retention opportunities.- Maintain a brand tone that reflects empathy, trust, and solution-orientation.- Lead initiatives to improve loyalty and repeat purchase rates through superior service quality.Key Requirements- 6-10 years of experience in customer support or CX management, ideally in a D2C/eCommerce setup.- Hands-on experience in setting up or scaling customer support functions.- Strong command of CRM platforms and automation tools (Freshdesk, Gorgias, Intercom, etc.).- Data-driven mindset strong analytical and reporting skills.- Excellent communication, empathy, and conflict-resolution abilities.- Proven track record of managing 1550 member support teams.- Comfortable working in a fast-paced, high-growth D2C environment. (ref:iimjobs.com)
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