Head/Chief - Customer Service/ Customer Experience

17 hours ago

Delhi Hyderabad Mumbai NCR, India Multiple Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Overview

The Customer Service Leader will oversee end-to-end service operations, ensuring customers receive timely, accurate, and empathetic support across all channels. This role focuses on improving service quality, driving operational efficiency, strengthening customer satisfaction, and building a high-performing service team.

Key Responsibilities

Customer Operations Management

  • Lead day-to-day customer support across phone, email, chat, and social channels.
  • Monitor service levels, queue performance, ticket ageing, and workload distribution.
  • Ensure resolution quality meets internal SLAs and customer expectations.

Team Leadership

  • Recruit, mentor, and manage frontline agents and supervisors.
  • Conduct regular coaching sessions, performance evaluations, and skills development programmes.
  • Foster a culture of empathy, responsiveness, and continuous improvement.

Process & Quality Improvement

  • Identify root causes of recurring issues and lead corrective actions.
  • Standardise workflows, knowledge bases, and escalation paths.
  • Implement QA frameworks to monitor consistency and accuracy in responses.

Customer Experience Enhancement

  • Track CSAT, NPS, first-contact resolution, and other key experience metrics.
  • Map customer journeys and remove friction points across touchpoints.
  • Work closely with product, engineering, and sales teams to resolve systemic issues.

Technology & Tools Management

  • Oversee CRM, ticketing systems, telephony platforms, and automation tools.
  • Recommend improvements such as chatbots, IVR enhancements, and self-service features.
  • Ensure data integrity and proper utilisation of support tools.

Cross-Functional Collaboration

  • Act as the voice of the customer in internal discussions.
  • Partner with product, marketing, and operations teams to handle escalations and feedback loops.
  • Prepare service performance reports for leadership.

Required Qualifications & Experience

  • 10+ years in customer service operations, including team leadership.
  • Experience with CRM platforms, support automation, and omni-channel environments.
  • Strong analytical skills with a proven ability to interpret service metrics.
  • Excellent communication, conflict resolution, and leadership capabilities.

Preferred Attributes

  • Customer-first mindset with strong emotional intelligence.
  • Ability to manage high-pressure environments and shifting priorities.
  • Demonstrated experience building scalable service processes.
  • Familiarity with digital support tools, AI-driven automation, and CX best practices.

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