Head of Customer Support: INR 20-25 LPA

6 days ago

Hyderabad, India Zifcare Full time

Position: Head of Customer SupportLocation: Hyderabad, IndiaDepartment: Customer ExperienceEmployment Type: Full-TimeOverview:We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring customer satisfaction, loyalty, and advocacy. The ideal candidate will be a hands-on leader with experience in high-growth environments, adept at managing both digital and human-centric support channels for a physical product (EV).Key Responsibilities:a) Strategic Leadership & Operations:- Develop and execute the overall customer support strategy aligned with company goals- Build, mentor, and lead a high-performing customer support team (including remote support, field service coordination, and social/media response)- Establish and monitor KPIs (CSAT, NPS, First Contact Resolution, Average Resolution Time) to drive continuous improvement- Design and implement scalable support processes, systems (CRM, ticketing, knowledge base), and standard operating procedures (SOPs)- Collaborate with Product, Engineering, Sales, and Marketing teams to relay customer feedback and influence product/ service improvementsb) Customer Experience & Issue Resolution:- Ensure timely and effective resolution of customer inquiries across channels (phone, email, chat, social media, in-person)- Oversee the technical support ecosystem for EV-related issues, including battery, software, charging, and vehicle performance, coordinating with service centers and field technicians- Develop a robust customer education program (guides, tutorials, webinars) to empower EV users- Handle escalated customer issues personally, ensuring brand reputation is upheldc) Technology & Innovation:- Leverage technology to automate routine queries and enhance self-service options- Implement and optimize a CRM (like Salesforce, Zendesk, or Freshdesk) for seamless customer interaction tracking- Explore AI/chatbot solutions to improve efficiency without compromising empathyd) Reporting & Analysis:- Provide regular reports to leadership on customer support performance, trends, and insights- Use data analytics to identify root causes of issues and implement preventive measures- Manage the customer support budget, ensuring cost-effectivenessQualifications & Experience:- 8+ years of experience in customer support/service, with at least 3 years in a leadership role (Head, Director, or Senior Manager)- Proven experience in a product-based company (automotive, consumer electronics, appliances, or EV/automotive background is a huge plus)- Experience building and scaling customer support teams in a fast-paced startup or high-growth environment- Strong knowledge of CRM systems, support ticketing tools, and customer experience metrics- Exceptional communication, interpersonal, and problem-solving skills- Based in or willing to relocate to HyderabadGood-to-have:- Personal passion for sustainability, electric vehicles, and clean technology- Experience in managing dealer/service center networks or field service operations- Familiarity with the Indian EV ecosystem, policies, and customer expectations- Technical aptitude to understand EV technology (charging infrastructure, software updates, vehicle diagnostics)

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