Head of Customer Support

1 week ago

Bengaluru, Karnataka, India Game Theory Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Join Game Theory – Where Sports Meets Technology

About Us:

At
Game Theory
, we're on a mission to make sports
accessible, engaging, and community-driven
. Using cutting-edge technology, rich data, and world-class facilities, we create
unforgettable sporting experiences
across multiple sports. We don't just deliver sports - we reimagine how people
discover, learn, and play
.

The Role:

We're looking for a
Customer Experience Leader
who can
drive operational excellence, transform customer pain points into solutions, and lead a high-performing support team
. If you're passionate about delighting customers, solving complex problems, and building processes that scale, this is your playground.

What You'll Do:

  • Translate customer pain points into actionable solutions through
    ops-heavy design thinking
    .
  • Analyze contact center and platform data to identify trends, reduce friction, and drive
    zero-defect initiatives
    .
  • Shape CX strategy across
    voice, chat, app, social, and offline touchpoints
    .
  • Collaborate with tech/product teams to
    build systemic solutions
    that improve first-touch resolution.
  • Lead and
    train the support team
    , ensuring
    continuous learning and development
    .
  • Support cross-functional teams with
    process improvements and operational guidance
    .
  • Own CX initiatives and align with executive stakeholders, driving measurable impact.

What We're Looking For:

  • 4+ years in customer support/customer success, with
    1+ year in leadership
    roles.
  • Proven experience in
    building and scaling support teams
    in fast-paced environments.
  • Strong grasp of
    customer support metrics, KPIs, and tools
  • Experience using customer application software
    to manage and optimize support processes.
  • Strategic thinker with excellent
    people management, communication, and problem-solving skills
    .
  • Experience in creating and implementing
    SOPs and efficient processes
    .

Nice-to-Haves:

  • Experience in
    B2C customer handling
    , including
    call & chat support
    .
  • Knowledge of
    Kannada, Tamil, Telugu and Hindi
    .

Additional Perks & Details:

  • 6-day work week
    with a week off through the week
  • Work
    from our Indiranagar office
  • Opportunity for
    cross-functional collaboration
  • Hands-on training programs
    for the support team
  • Access to Game Theory centers

Why You'll Love Working With Us:

  • Be part of a
    tech-driven sports revolution
    .
  • Shape the future of customer experiences
    in an exciting, fast-growing company.
  • Collaborate with a
    dynamic, passionate, and sports-loving team
    .
  • Opportunities for
    growth, learning, and leadership
    .

Ready to join the Game Theory team and make an impact?
Apply now and let's transform how the world experiences sports

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