Head of Customer Support

3 weeks ago

Bengaluru India Z Brands Full time

Job Description Z Brands is a fast-moving app studio that's doubled revenue in the last month alone, and we're just getting started. We're building profitable, direct-to-consumer brands at speed, and we're looking for a talented candidate to head our Customer Support team. Responsibilities - Lead and scale the customer support function across instant messaging, email, and social media channels ensuring every interaction reflects Z Naturals commitment to excellence. - Develop and implement customer service strategies, workflows, and KPIs to deliver seamless, high-quality support experiences. - Mentor and manage a growing team of support specialists setting performance standards, conducting training sessions, and fostering a culture of empathy and accountability. - Leverage insights from customer feedback, complaints, and analytics to drive continuous improvement and inform product and marketing decisions. - Collaborate cross-functionally with product, sales, and marketing teams to align customer support with brand goals and ensure consistent communication across all touch-points. - Oversee customer communication tools and systems, maintaining accurate records, efficient response workflows, and timely escalations. Continuously refine support policies and processes to optimise customer satisfaction, retention, and loyalty. Qualifications - 1+ years of experience in customer support or customer experience roles, with experience in a leadership or managerial capacity. - Proven track record of building, training, and managing high-performing support teams. - Strong command of written and spoken English with excellent communication and empathy skills. - Proficiency with tools like Google Workspace and Excel. - Ability to analyse customer data and feedback to identify patterns, propose improvements, and enhance overall satisfaction. A collaborative mindset capable of working closely with marketing, sales, and product teams to align goals. Passion for creating a customer-first culture, solving problems creatively, and going the extra mile to delight users. What we offer: - Competitive pay that matches your experience and impact. - Regular performance reviews and pay increases, we believe growth should be recognized and rewarded. - A collaborative, startup-style culture where you'll have real ownership and the freedom to make decisions. - Direct access to founders and leadership to drive innovation and influence strategy.

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