Chief Customer Support Strategist

1 day ago

Chennai, Tamil Nadu, India beBeeLeader Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Title: Chief Customer Support Strategist

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Job Description:

Customer Support Visionary

Seeking a seasoned leader to build and scale our global support function from the ground up.

This visionary will define the support strategy, operating model, and tooling roadmap for our customer support organization — initially for internal users and eventually for external enterprise and consumer users.

Work closely with product, engineering, and operations teams to establish scalable processes, implement best-in-class support infrastructure, and build a high-performing team culture that delivers outstanding service outcomes across markets.

Develop the operating rhythm, escalation matrices, and workflows for Level 1–3 support, across internal and external users. Phase the build-out starting with internal support (product, engineering, field ops, QA) and scale to external end-user and enterprise support.

Talent & Team Leadership

Define team structure, KPIs, and roles across functions such as support engineering, technical support, service desk.

Support Strategy & Performance Management

Build closed-loop feedback systems between support, engineering, and product to ensure resolution quality and continuous improvement.

Cross-functional Collaboration & Experience Design

Partner with Product, Engineering, QA, Customer Success, and Ops teams to ensure seamless resolution of user issues. Lead the evaluation and decision-making process for building vs. buying the support platform — balancing scalability, integration depth, cost-efficiency, and long-term flexibility.

Knowledge Base and Self-Service

Oversee the creation and continuous improvement of knowledge base articles, how-to guides, SOPs, and FAQ content for both internal and external users.

Enable self-service experiences for common queries and repeat workflows. Collaborate with the product and content teams to design contextual in-app guidance and feature onboarding documentation.Requirements

10–15 years of experience in customer support, service delivery, or technical operations, with at least 4+ years in a leadership role.

  • Proven track record of building and scaling a support function from scratch or transforming legacy support into a high-performing operation.
  • Strong experience working with product-led, tech-driven platforms (SaaS, Health Tech, Fin Tech, or consumer platforms).
  • Deep understanding of support performance metrics, quality management, and continuous improvement frameworks.
  • Experience in evaluating and implementing support tooling (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, Intercom) and automation platforms.
Benefits

Great salary combined with greater growth opportunities.

Health insurance for you and your dependents.

Flexible work arrangement (office or remote). A dynamic, supportive team environment driven by a passion for improving health outcomes.

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