Head Customer Support

7 days ago

Garage Coworking Sun Mill Compound Maharashtra Mumbai India Apport Software Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Head of Customer Support at

Location: Mumbai

About
is a cutting-edge WhatsApp CX suite empowering businesses to enhance their customer experience through seamless communication. With a rapidly growing customer base, we are looking for a highly experienced Head of Customer Support to scale our customer support operations and deliver world-class support experiences.

Key Responsibilities:

  1. Strategic Leadership:

    • Define and execute a scalable customer support strategy aligned with company goals.

    • Build and optimize processes to handle high volumes of chat, call, and ticket support efficiently.

  2. Team Management:

    • Scale and lead a high-performing support team across various channels.

    • Drive recruitment, onboarding, training, and development of the support team.

    • Foster a culture of excellence, collaboration, and continuous improvement.

  3. Process Optimization:

    • Design and implement robust support workflows, tools, and technologies to enhance productivity.

    • Ensure adherence to SLA metrics like response times and resolution rates.

  4. Customer Experience:

    • Monitor and improve customer satisfaction (CSAT) scores and other KPIs.

    • Develop feedback loops to translate customer insights into actionable improvements.

  5. Performance Analysis:

    • Track, analyze, and report support team performance metrics to stakeholders.

    • Benchmark against industry standards and continuously iterate for efficiency.

  6. Collaboration:

    • Work closely with Product, Engineering, and Sales teams to align on customer needs and pain points.

    • Participate in strategic initiatives to enhance product and service offerings.

Ideal Candidate Profile:

  1. Experience:

    • 7+ years in customer support leadership roles, preferably in SaaS or software companies.

    • Proven track record of scaling support teams and processes for high-volume operations.

  2. Education:

    • Bachelor's degree in Engineering is a must.

    • MBA or equivalent advanced degree is highly preferred.

  3. Skills:

    • Strong understanding of customer support metrics and best practices.

    • Hands-on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom).

    • Exceptional communication, leadership, and analytical skills.

  4. Attributes:

    • Customer-focused mindset with a passion for delivering exceptional experiences.

    • Strategic thinker with the ability to translate goals into actionable plans.

    • Proficient in managing cross-functional teams and driving collaborative outcomes.


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