Head of Customer Experience

1 week ago

Bengaluru India Supertails Full time

Job Description

Job Title: Head of Customer Experience/Support

Location: Bangalore, India

Reports to: Founder

Department: Customer Experience/Support

Job Summary:

Supertails is seeking a highly strategic and customer-centric leader to head our Customer

Experience/Support team. The ideal candidate will drive initiatives that enhance customer

satisfaction, improve support efficiency, and foster long-term relationships with pet parents.

This role requires a deep understanding of customer needs, data-driven decision-making,

and the ability to collaborate across departments to deliver an exceptional experience for pet

parents and their companions.

Key Responsibilities:

Strategic Leadership:

Develop and implement a comprehensive customer experience and support strategy

tailored for pet parents.

Drive customer engagement, loyalty, and retention through proactive support

initiatives.

Set and achieve customer experience KPIs, including NPS, CSAT, and resolution

time.

Customer Support Management:

Oversee the customer support team, ensuring timely and effective resolution of pet

parent inquiries.

Implement scalable support processes and technologies to enhance service

efficiency.

Monitor support interactions and implement continuous improvement initiatives.

Customer Experience Enhancement:

Analyze customer feedback to identify pain points and opportunities for service

improvement.

Collaborate with product, operations, and marketing teams to enhance customer

touchpoints.

Develop proactive customer education and engagement programs specific to pet

care.

Team Leadership & Development:

Build, mentor, and manage a high-performing customer support team.

Foster a customer-first and pet-friendly culture within Supertails.

Provide training programs to enhance the team's service skills and knowledge of pet

care.

Technology & Innovation:

Leverage AI, automation, and self-service tools to improve customer support

efficiency.

Identify and implement CRM and support platforms that enhance customer

interactions.

Qualifications & Experience:

Minimum 4 years of experience as Head of Customer Experience, with a proven

track record in leading large-scale CX operations.

Experience managing teams of 100+ employees, driving performance, and fostering

a high-engagement work environment.

Strong analytical skills with experience in data-driven decision-making.

Excellent leadership, communication, and interpersonal skills.

Experience with CRM, customer support tools, and automation technologies.

Passion for delivering exceptional customer service and improving pet parent

journeys..

Preferred Qualifications:

Experience in the pet care, veterinary, or e-commerce industry.

Familiarity with omnichannel support models (phone, email, chat, social media).

Background in customer psychology, service design, or UX research.

Why Join Supertails

Opportunity to shape and define the customer experience strategy for India's leading

pet care brand.

Work in a dynamic and pet-friendly environment.

Be part of a mission-driven team dedicated to improving the lives of pet parents and

their companions.

If you are a customer-obsessed leader looking to make an impact in the pet care

industry, we would love to hear from you

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