CX Head

4 weeks ago

Bengaluru, India Weekday AI Full time

This role is for one of the Weekday's clients

Min Experience: 8 years

Location: Bengaluru

JobType: full-time

We are looking for an experienced CX Head to lead our Customer Support and Operations function, ensuring world-class service delivery and long-term customer loyalty. The ideal candidate will have 8–10 years of expertise in customer support/service operations with a proven track record of scaling large teams, building efficient processes, and driving customer satisfaction.

This is a strategic yet hands-on role that requires defining the CX vision, setting up scalable frameworks, and inspiring teams to consistently deliver excellence.

Requirements

Key Responsibilities

- Lead and scale the Customer Support & Operations team, ensuring exceptional service across all channels.
- Define and implement robust CX processes, SLAs, and quality standards for efficiency and consistency.
- Build, mentor, and retain a high-performing support and operations team.
- Champion customer-centricity across the organization, creating feedback loops with product, tech, and business teams.
- Utilize tools, automation, and analytics to enhance response times, satisfaction, and operational effectiveness.
- Establish and monitor KPIs including CSAT, NPS, resolution time, and SLAs.
- Manage escalations, ensuring timely resolution of critical customer issues.
- Serve as the customer’s voice in leadership discussions, influencing product and business strategies.

Key Requirements

- 8–10 years of experience in Customer Support / CX / Service Operations, preferably in FinTech, Consumer Tech, or other high-growth industries.
- Proven track record of managing and scaling large, distributed teams.
- Strong leadership and people management skills, with the ability to inspire and mentor talent.
- Experience in building scalable processes, leveraging automation, and driving continuous improvement.
- Data-driven mindset with hands-on expertise in support tools, CRM, and CX platforms.
- Excellent communication, problem-solving, and stakeholder management skills.

What We’re Looking For

- A customer-obsessed leader who blends empathy with operational excellence.
- A strategic thinker who can balance long-term vision with hands-on execution.
- Someone who thrives in fast-paced, high-growth environments.

Skills: Customer Support, Team Management, Operations

  • CX Head

    5 days ago

    Bengaluru, Karnataka, India Weekday AI Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    This role is for one of the Weekday's clientsMin Experience: 8 yearsLocation: BengaluruJobType: full-timeWe are looking for an experienced CX Head to lead our Customer Support and Operations function, ensuring world-class service delivery and long-term customer loyalty. The ideal candidate will have 8–10 years of expertise in customer support/service...

  • Contact Point 360

    2 weeks ago

    Bengaluru, India ContactPoint 360 Full time

    What You'll Do:- Lead engineering teams across multiple AI SaaS products.- Own the technical roadmap and architecture for scalability, security, and speed.- Ship products with fast execution and high reliability.- Be a client-facing leader, supporting enterprise presentations and technical discussions.- Recruit, mentor, and scale top engineering talent...

  • Program Manager

    2 days ago

    Bengaluru, India Kapture CX Full time

    About Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...

  • Program Manager

    3 days ago

    Bengaluru, India Kapture CX Full time

    About Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...

  • Program Manager

    3 days ago

    Bengaluru, India Kapture CX Full time

    About Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...

  • Program Manager

    3 days ago

    Bengaluru, India Kapture CX Full time

    About Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...

  • Head of Engineering

    2 weeks ago

    Bengaluru, Karnataka, India ContactPoint 360 Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    About ContactPoint360:We're not just a BPO. We're building an AI-powered CX ecosystem. Our products include: – AI-driven quality assurance – AI workforce management – A complete hire to retire HRMS automation platform – AI-enabled third-party verificationAI is reshaping every industry, and we are moving fast to define how it transforms customer...

  • Program Manager

    3 days ago

    Bengaluru, India Kapture CX Full time

    About Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...

  • Program Manager

    2 days ago

    Bengaluru, India Kapture CX Full time

    About Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...

  • Program Manager

    2 days ago

    Bengaluru, India Kapture CX Full time

    About Company : Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...