Head of Customer Support
1 week ago
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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