Customer Experience Head

This role is for one of the Weekday's clients

Salary range: Rs 3000000 - Rs 7000000 (ie INR 30-70 LPA)

Min Experience: 5 years

Location: Gurugram, NCR

JobType: full-time

We are seeking a highly motivated and customer-centric professional to join our leadership team as Customer Experience Head. This role is pivotal in shaping, managing, and elevating the customer experience journey across all touchpoints, ensuring exceptional support and service delivery. The ideal candidate will bring strong expertise in technical support, application support, SaaS platforms, and customer service management, combined with a proven track record of leading customer-facing teams in fast-paced environments.

Requirements

Key Responsibilities

- Customer Experience Strategy:
Develop and execute a comprehensive customer experience strategy that aligns with business goals. Continuously monitor customer satisfaction, analyze feedback, and implement initiatives to enhance user experience.
- Technical & Application Support Leadership:
Oversee end-to-end technical and application support functions, ensuring customers receive timely, accurate, and effective resolutions. Provide guidance for escalated issues, ensuring root cause analysis and permanent fixes.
- SaaS Customer Lifecycle Management:
Drive customer engagement, adoption, and retention strategies tailored to SaaS products. Establish processes that support onboarding, training, product utilization, and ongoing success of SaaS customers.
- Customer Service Excellence:
Lead the design and implementation of customer service policies, standards, and best practices. Foster a customer-first culture that prioritizes responsiveness, empathy, and problem-solving.
- Team Leadership & Development:
Build, mentor, and manage high-performing teams across technical support, application support, and customer service. Empower teams with tools, knowledge, and training to deliver exceptional service experiences.
- Process Optimization & Technology Adoption:
Identify opportunities to streamline customer support operations through automation, AI-driven support tools, knowledge bases, and ticketing systems. Continuously improve efficiency while maintaining a high level of customer satisfaction.
- Customer Insights & Analytics:
Leverage analytics and KPIs to measure customer experience performance, identify trends, and drive data-informed decisions. Regularly report insights to leadership with actionable recommendations.
- Cross-Functional Collaboration:
Partner with product, engineering, and sales teams to ensure customer feedback is incorporated into product development and service improvements. Act as the voice of the customer within the organization.

Skills & Qualifications

- Experience: 5–15 years of progressive experience in technical support, application support, SaaS, and customer service, with at least 3–5 years in a leadership role.
- Strong understanding of SaaS ecosystems, support workflows, and customer success methodologies.
- Proven ability to manage complex support environments, including incident management, escalation handling, and root cause analysis.
- Excellent leadership skills with the ability to inspire, coach, and grow diverse teams.
- Proficiency in support tools, CRM platforms, and customer success software (e.g., Zendesk, Freshdesk, Salesforce, Gainsight).
- Strong communication, stakeholder management, and conflict resolution skills.
- Analytical mindset with the ability to interpret customer data and translate insights into strategies.
- Customer-first attitude with a passion for delivering outstanding experiences.

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