Easyship - Head - Client Services

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We're proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.

• Job Title: Head of Client Services
• Level: Head of Department - Customer Service and Customer Success.
• Timezone: EU Hours (13:30 PM IST- 22:30 PM IST)
• Reports to: Co-Founder
• Location: Bangalore, Onsite 5 days per week
• Key Relationships: Sales, Marketing, Customer Service, Customer Success.
• Job Purpose:

We're seeking a dynamic, customer-obsessed leader to join as Head of Client Services. This role is responsible for building and scaling high-performing Customer Experience (CX) and Customer Success teams across India. You will ensure every customer interaction is consistent, value-driven, and aligned with our company mission.

• What You'll Do :
• I. Strategic Leadership Focus:
• 1. Define and execute the long-term strategy for Client Services in alignment with company OKRs
• 2. Own customer health metrics (NPS, CSAT, Retention, Expansion)
• 3. Partner cross-functionally with Sales, Product, and Operations to close feedback loops
• II. Team Management:
• 1. Lead and develop the CX and Customer Success leadership team in India
• 2. Set performance standards and ensure consistent execution across functions
• 3. Design training, career progression, and team structure plans
• III. Operations & Delivery Management:
• 1. Oversee onboarding, support, and success operations, ensuring SLA adherence
• 2. Implement scalable processes and tools to streamline customer journeys
• 3. Lead the resolution of escalated issues and complex client challenges
• IV. Data Insights:
• 1. Track key performance indicators (CSAT, NRR, churn, response time, etc.)
• 2. Leverage analytics to guide decisions and forecast capacity needs
• 3. Report regularly to the executive team on performance and insights
• Who You Are:
• 1. 10+ years in customer-facing roles, with at least 3-5 years in senior leadership
• 2. Proven experience managing both CX (Support) and Customer Success teams
• 3. Strong understanding of customer lifecycle management in SaaS/eCommerce/Tech
• 4. Skilled in data analysis, stakeholder alignment, and change management
• 5. Excellent communication, empathy, and conflict-resolution skills
• 6. Experience scaling teams in a fast-growth or global environment is a plus
• 7. Experience with Zendesk, Gainsight, Salesforce, or similar tools
• 8. Exposure to managing global clients or leading multi-time zone teams
• What you'll get:
• 1. Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
• 2. Gym & Wellness Reimbursement: Training for a big race? Don't sweat it. We offer gym reimbursement for all employees.
• 3. Complimentary Meal Benefits: Fuel your day with a daily meal allowance delivered as Zomato digital coupons-fresh, tasty options right at the office. Bon apptit!
• 4. Generous Vacation Policy: We think time off is essential. and we encourage it!
• 5. Duvet Day: Perfect for those cold winter days, when you don't want to escape the warmth of your bed!
• 6. Mental Health Day: You deserve a day off! A chance to recharge and enjoy 'Me Time'

7. 4 weeks of 'Work from Anywhere': Whether you're working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!

8. Professional Development: We're here to help you hit your career goals to help get you where you want to be.

Headquartered in London with offices in New York, Hong Kong, Singapore, Melbourne, Bengaluru, Toronto, and Taipei - our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!

Easyship is an equal opportunity employer. We make all employment decisions-recruiting, hiring, pay, benefits, training, promotion, leave, and separation-based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.