Head Customer Support

Role & responsibilities

Position Overview

Job Location is Hyderabad.

The Customer Support Head is responsible for leading the customer support function to ensure exceptional service delivery, prompt issue resolution, and a superior customer experience. This role oversees support operations, develops customer service strategies, and manages the team to achieve service excellence and customer satisfaction goals.

• Key Responsibilities
• 1. Strategic Leadership & Planning
• Develop and execute customer support strategies aligned with company objectives.
• Identify trends, opportunities, and challenges to enhance service standards.
• Establish and track customer service KPIs and performance targets.

• 2. Team Management
• Lead, train, and mentor the customer support team to ensure high performance.
• Implement workforce planning, shift scheduling, and resource allocation.
• Conduct regular performance reviews and coaching sessions.

• 3. Customer Experience & Issue Resolution
• Ensure all customer inquiries, issues, and complaints are handled efficiently and professionally.
• Oversee escalation management and provide solutions for complex customer problems.
• Drive initiatives to improve response time, resolution time, and customer satisfaction scores.

• 4. Process Improvement
• Develop and update SOPs to standardize support processes.
• Implement tools and technologies (CRM, ticketing systems, etc.) to enhance efficiency.
• Continuously refine workflows to reduce operational bottlenecks.

• 5. Cross-Functional Collaboration
• Work closely with sales, operations, product, logistics, and finance teams to resolve customer issues.
• Share customer feedback and insights to support product and service improvement.
• Coordinate with management to align customer support activities with business goals.

• 6. Reporting & Analytics
• Provide regular reports on support performance, customer feedback, and operational metrics.
• Monitor complaints, trends, and root causes to drive preventive actions.
• Present insights and recommendations to senior leadership.

• 7. Quality, Compliance & Customer Policies
• Ensure compliance with company policies, service-level agreements (SLAs), and regulatory requirements.
• Maintain high standards of professionalism and service quality.
• Develop and implement customer service policies and guidelines.

Qualifications & Experience

Bachelors degree in Business Administration, Communications, or a related field (Masters preferred).

8–12 years of experience in customer service/support roles, with at least 3–5 years in a leadership position.

Experience in managing large teams and handling escalations.

• Key Skills & Competencies
• Strong leadership and people management
• Excellent communication and interpersonal skills
• Problem-solving and conflict resolution
• Data-driven decision-making
• Customer-centric mindset
• Ability to work under pressure and manage crises
• Process orientation and continuous improvement mindset