Head of Customer Support: INR 20-25 LPA

1 week ago

Hyderabad, India Zifcare Full time

Position: 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 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 goals - Build, 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 improvement - Design 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 improvements b) 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 technicians - Develop a robust customer education program (guides, tutorials, webinars) to empower EV users - Handle escalated customer issues personally, ensuring brand reputation is upheld c) Technology & Innovation: - Leverage technology to automate routine queries and enhance self-service options - Implement and optimize a CRM (like Salesforce, Zendesk, or Freshdesk) for seamless customer interaction tracking - Explore AI/chatbot solutions to improve efficiency without compromising empathy d) Reporting & Analysis: - Provide regular reports to leadership on customer support performance, trends, and insights - Use data analytics to identify root causes of issues and implement preventive measures - Manage the customer support budget, ensuring cost-effectiveness Qualifications & 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 environment - Strong knowledge of CRM systems, support ticketing tools, and customer experience metrics - Exceptional communication, interpersonal, and problem-solving skills - Based in or willing to relocate to Hyderabad Good-to-have: - Personal passion for sustainability, electric vehicles, and clean technology - Experience in managing dealer/service center networks or field service operations - Familiarity with the Indian EV ecosystem, policies, and customer expectations - Technical aptitude to understand EV technology (charging infrastructure, software updates, vehicle diagnostics)

  • Head of Customer Support: INR 20-25 LPA

    5 days ago

    Hyderabad, India Zifcare Full time

    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,...

  • Head Of Customer Support: Inr 20-25 Lpa

    1 week ago

    Hyderabad, India Zifcare Full time

    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...

  • Head of Customer Support: INR 20-25 LPA

    1 week ago

    Hyderabad, India Zifcare Full time

    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,...

  • Head of Customer Support: INR 20-25 LPA

    1 week ago

    Hyderabad, India Zifcare Full time

    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...

  • Head of Customer Support: INR 20-25 LPA

    1 week ago

    hyderabad, India Zifcare Full time

    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...

  • Head of Customer Support: INR 20-25 LPA

    1 week ago

    hyderabad, India Zifcare Full time

    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...

  • Head of Customer Support: INR 20-25 LPA

    1 week ago

    Hyderabad, India Zifcare Full time

    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...

  • Head of Customer Support: INR 20-25 LPA

    6 days ago

    Hyderabad, India Zifcare Full time

    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...

  • Head of Customer Support: INR 20-25 LPA

    1 week ago

    Hyderabad, India Zifcare Full time

    Position:  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,...

  • Head of Customer Support: INR 20-25 LPA

    1 week ago

    Hyderabad, India Zifcare Full time

    Position:  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,...