Head of Customer Support: INR 20-25 LPA
5 days ago
Position: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client‘s customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring customer satisfaction, loyalty, and advocacy. The ideal candidate will be a hands-on leader with experience in high-growth environments, adept at managing both digital and human-centric support channels for a physical product (EV).Key Responsibilities:a) Strategic Leadership & Operations:Develop and execute the overall customer support strategy aligned with company goalsBuild, mentor, and lead a high-performing customer support team (including remote support, field service coordination, and social/media response)Establish and monitor KPIs (CSAT, NPS, First Contact Resolution, Average Resolution Time) to drive continuous improvementDesign and implement scalable support processes, systems (CRM, ticketing, knowledge base), and standard operating procedures (SOPs)Collaborate with Product, Engineering, Sales, and Marketing teams to relay customer feedback and influence product/ service improvementsb) Customer Experience & Issue Resolution:Ensure timely and effective resolution of customer inquiries across channels (phone, email, chat, social media, in-person)Oversee the technical support ecosystem for EV-related issues, including battery, software, charging, and vehicle performance, coordinating with service centers and field techniciansDevelop a robust customer education program (guides, tutorials, webinars) to empower EV usersHandle escalated customer issues personally, ensuring brand reputation is upheldc) Technology & Innovation:Leverage technology to automate routine queries and enhance self-service optionsImplement and optimize a CRM (like Salesforce, Zendesk, or Freshdesk) for seamless customer interaction trackingExplore AI/chatbot solutions to improve efficiency without compromising empathyd) Reporting & Analysis:Provide regular reports to leadership on customer support performance, trends, and insightsUse data analytics to identify root causes of issues and implement preventive measuresManage the customer support budget, ensuring cost-effectivenessQualifications & Experience:8+ years of experience in customer support/service, with at least 3 years in a leadership role (Head, Director, or Senior Manager)Proven experience in a product-based company (automotive, consumer electronics, appliances, or EV/automotive background is a huge plus)Experience building and scaling customer support teams in a fast-paced startup or high-growth environmentStrong knowledge of CRM systems, support ticketing tools, and customer experience metricsExceptional communication, interpersonal, and problem-solving skillsBased in or willing to relocate to HyderabadGood-to-have:Personal passion for sustainability, electric vehicles, and clean technologyExperience in managing dealer/service center networks or field service operationsFamiliarity with the Indian EV ecosystem, policies, and customer expectationsTechnical aptitude to understand EV technology (charging infrastructure, software updates, vehicle diagnostics)
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Head of Customer Support: INR 20-25 LPA
1 week ago
hyderabad, India Zifcare Full timePosition: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring...
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Head Of Customer Support: Inr 20-25 Lpa
1 week ago
Hyderabad, India Zifcare Full timePosition: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring...
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Head of Customer Support: INR 20-25 LPA
1 week ago
Hyderabad, India Zifcare Full timePosition: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring...
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Head of Customer Support: INR 20-25 LPA
1 week ago
hyderabad, India Zifcare Full timePosition: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring...
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Head of Customer Support: INR 20-25 LPA
1 week ago
Hyderabad, India Zifcare Full timePosition: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey,...
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Head of Customer Support: INR 20-25 LPA
1 week ago
Hyderabad, India Zifcare Full timePosition: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring...
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Head of Customer Support: INR 20-25 LPA
6 days ago
Hyderabad, India Zifcare Full timePosition: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring...
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Head of Customer Support: INR 20-25 LPA
1 week ago
Hyderabad, India Zifcare Full timePosition: Head of Customer Support Location: Hyderabad, India Department: Customer Experience Employment Type: Full-Time Overview: We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey,...
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Head of Customer Support: INR 20-25 LPA
1 week ago
Hyderabad, India Zifcare Full timePosition: Head of Customer Support Location: Hyderabad, India Department: Customer Experience Employment Type: Full-Time Overview: We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring...
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Head of Customer Support: INR 20-25 LPA
1 week ago
Hyderabad, India Zifcare Full timePosition: Head of Customer Support Location: Hyderabad, India Department: Customer Experience Employment Type: Full-Time Overview: We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey,...
