Head of Customer Service/Experience

Role Overview

The Head of Customer Service/Experience at BrightCHAMPS will lead and scale global support operations from our Bangalore office. The role requires balancing refunds/disputes management, customer experience strategy, operational excellence, and hands-on leadership.

The ideal candidate is a proactive problem-solver with deep expertise in payment disputes, customer service systems, and process improvements, while being comfortable working closely with agents and bots to ensure seamless resolution.

Key Responsibilities

1. Refunds & Disputes Management

• Oversee refund resolution across channels with speed, fairness, and compliance.
• Manage disputes with payment partners (PayPal, Stripe, Razorpay, etc.) and maintain an 80%+ win rate.
• Standardize workflows for disputed transactions and escalations.

2. Customer Service Operations

• Manage human agents + bot interventions for 24x7 service coverage.
• Review escalated cases and identify root causes (Sales, Teachers, Tech, etc.).
• Drive RCA corrective measures accountability (with HR, Sales, or Operations as needed).
• Recommend incentive reduction or disciplinary actions in case of repeated talent-related issues.

3. Process & Knowledge Base

• Build and maintain a comprehensive Knowledge Base for agents and customers.
• Standardize documentation and escalation protocols.
• Continuously improve agent training and process adherence.

4. Tools & Analytics

• Own Zoho Desk & Zoho Suite for customer service operations.
• Leverage analytics to reduce repeat issues, optimize bot workflows, and improve CSAT/NPS.

5. Leadership & Team Engagement

• Lead and mentor a Bangalore-based customer service team.
• Spend active time with agents to resolve cases hands-on.
• Drive a customer-first, accountability-driven culture.

What a Week Looks Like in This Role

• Daily:

• Review escalations, disputes, and refund cases.

• Track customer satisfaction & operational SLAs.
• Check-in with agents on floor for live coaching.

• Sync with Tech/Sales/Teacher Ops on RCA findings.

• Weekly:

• Lead review meetings with support team leaders.

• Track refund & dispute performance vs. targets.
• Share RCA trends with HR, Sales, and Product/Tech teams.

• Update Knowledge Base with new cases & learnings.

• Monthly:

• Present customer service performance dashboards (CSAT, NPS, resolution times, dispute win rates).

• Conduct deep-dive audits into repeat issues.
• Run training/refresher sessions for agents.
• Align with leadership on upcoming CX goals & process improvements.

03 Week Plan

Week 1 (0–7 Days)

• Understand BrightCHAMPS' customer service workflows, tools (Zoho Desk, bots), and policies.
• Build working knowledge of refunds/disputes pipeline and win-rates.
• Shadow agents and handle cases personally to identify pain points.
• Start documenting RCA from top issues across Sales, Teachers, Tech.

Week 2 (8–14 Days)

• Define a standardized dispute management playbook to achieve 80%+ win rate.
• Roll out refined escalation workflows for refunds & service issues.
• Audit and optimize bot-to-human handoff cases.
• Introduce a weekly RCA review framework with HR, Sales, Tech.

Week 3 (15–21 Days)

• Launch Knowledge Base 2.0 for agents and self-service.
• Set up CX performance dashboards (CSAT, NPS, refund resolution, dispute win rate).
• Establish agent training & disciplinary frameworks (aligned with HR).
• Deliver a roadmap for the next 6–12 months, focusing on automation, process stability, and scaling.

Key Requirements

• 10+ years in customer service/experience, including 3–5 years in leadership.
• Proven success in refunds & dispute management with payment gateways (PayPal, Stripe, Razorpay, etc.).
• Hands-on expertise with Zoho Desk & Zoho Suite (or similar).
• Strong skills in process-building, RCA, and cross-team collaboration.
• Data-driven mindset with ability to convert insights into operational improvements.
• Willingness to work onsite, 6 days a week in Bangalore.

Ability to lead strategically while also rolling up sleeves and working alongside agents.