Head of Customer Experience
3 days ago
Job Title: Head of Customer Experience/Support
Location: Bangalore, India
Reports to: Founder
Department: Customer Experience/Support
Job Summary:
Supertails is seeking a highly strategic and customer-centric leader to head our Customer
Experience/Support team. The ideal candidate will drive initiatives that enhance customer
satisfaction, improve support efficiency, and foster long-term relationships with pet parents.
This role requires a deep understanding of customer needs, data-driven decision-making,
and the ability to collaborate across departments to deliver an exceptional experience for pet
parents and their companions.
Key Responsibilities:
Strategic Leadership:
● Develop and implement a comprehensive customer experience and support strategy
tailored for pet parents.
● Drive customer engagement, loyalty, and retention through proactive support
initiatives.
● Set and achieve customer experience KPIs, including NPS, CSAT, and resolution
time.
Customer Support Management:
● Oversee the customer support team, ensuring timely and effective resolution of pet
parent inquiries.
● Implement scalable support processes and technologies to enhance service
efficiency.
● Monitor support interactions and implement continuous improvement initiatives.
Customer Experience Enhancement:
● Analyze customer feedback to identify pain points and opportunities for service
improvement.
● Collaborate with product, operations, and marketing teams to enhance customer
touchpoints.
● Develop proactive customer education and engagement programs specific to pet
care.
Team Leadership & Development:
● Build, mentor, and manage a high-performing customer support team.
● Foster a customer-first and pet-friendly culture within Supertails.
● Provide training programs to enhance the team's service skills and knowledge of pet
care.
Technology & Innovation:
● Leverage AI, automation, and self-service tools to improve customer support
efficiency.
● Identify and implement CRM and support platforms that enhance customer
interactions.
Qualifications & Experience:
● Minimum 4 years of experience as Head of Customer Experience, with a proven
track record in leading large-scale CX operations.
● Experience managing teams of 100+ employees, driving performance, and fostering
a high-engagement work environment.
● Strong analytical skills with experience in data-driven decision-making.
● Excellent leadership, communication, and interpersonal skills.
● Experience with CRM, customer support tools, and automation technologies. ●
Passion for delivering exceptional customer service and improving pet parent
journeys..
Preferred Qualifications:
● Experience in the pet care, veterinary, or e-commerce industry.
● Familiarity with omnichannel support models (phone, email, chat, social media).
● Background in customer psychology, service design, or UX research.
Why Join Supertails?
● Opportunity to shape and define the customer experience strategy for India's leading
pet care brand.
● Work in a dynamic and pet-friendly environment.
● Be part of a mission-driven team dedicated to improving the lives of pet parents and
their companions.
If you are a customer-obsessed leader looking to make an impact in the pet care
industry, we would love to hear from you
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