Job Description
Role Summary:
We are seeking a senior leader to build, scale, and continuously improve our Customer Support and Customer Excellence functions. This role owns the end-to-end customer support experience and is accountable for driving high customer satisfaction, operational excellence, and scalable support models aligned with business growth.
The role requires strong people leadership, program ownership, and the ability to influence cross-functional stakeholders to consistently raise customer experience standards across the organization.
Location: Calicut
Reporting To: COO
Job Level: M3
Key Responsibilities
a) Customer Experience & Excellence
- Own and drive customer experience outcomes across all support touchpoints, ensuring timely and high-quality resolution.
- Define, track, and improve customer metrics such as CSAT, NPS, response time, resolution time, defect rates, and customer escalations.
- Represent the voice of the customer internally and influence Product, Engineering, Sales, and IT teams to address systemic issues.
b) Operational & Program Leadership
- Design and execute customer support and excellence programs that improve quality, efficiency, and scalability.
- Establish strong operating mechanisms, including regular business reviews, performance dashboards, deep dives, and corrective action plans.
- Balance short-term issue resolution with long-term structural improvements and process optimization.
c) People Leadership & Capability Building
- Lead, mentor, and develop managers and senior individual contributors, building a strong leadership pipeline.
- Set clear goals, performance expectations, and accountability frameworks aligned with customer and business outcomes.
- Foster a culture of ownership, high standards, continuous improvement, and customer-first thinking.
d) Scale, Automation & Continuous Improvement
- Drive automation, self-service, and AI-enabled solutions to improve customer experience and reduce manual effort.
- Identify opportunities to simplify workflows, eliminate inefficiencies, and scale operations without linear headcount growth.
- Partner with Product and Technology teams to influence roadmap decisions that reduce customer friction and support volume.
e) Stakeholder Management & Communication
- Communicate clearly with senior leadership on customer experience health, risks, trends, and investment priorities.
- Prepare concise written updates, metrics, and recommendations for leadership forums.
- Own and manage high-impact customer escalations with sound judgment and urgency.
Expectations from the Role:
- Operates at a strategic and organizational level, beyond day-to-day operations.
- Makes high-quality decisions with incomplete information and owns outcomes end-to-end.
- Continuously raises the bar on talent, processes, and customer experience.
- Demonstrates a strong bias for action while maintaining long-term thinking.
Basic Qualifications:
- 10+ years of experience in Customer Support, Customer Success, or Customer Excellence within a software or Saa S environment.
- 5+ years of experience leading multi-layered teams (managers of managers).
- Proven experience running large-scale customer operations and improvement programs.
- Strong analytical skills with the ability to use data to drive decisions.
Preferred Qualifications:
- Experience scaling customer support in fast-growing or complex organizations.
- Exposure to global or multi-time zone support operations.
- Experience driving automation, AI, or platform-led customer experience initiatives.
- Strong written and verbal communication skills with senior stakeholders.
What Success Looks Like (12–18 Months):
- Customer Support and Customer Excellence operate as predictable, scalable functions with consistently strong customer satisfaction and service-level performance.
- Customer experience metrics (CSAT, NPS, resolution times, escalations) show sustained improvement driven by systemic fixes rather than reactive support.
- High-impact customer excellence programs and automation initiatives are in place, measurably improving quality, efficiency, and cost to serve.
- A strong leadership bench exists with clear ownership, high standards, and reduced dependency on individual contributors or ad-hoc interventions.
- Senior leadership views Customer Support as a strategic partner in retention, growth, and product improvement—not just an operational function.
We are seeking a senior leader to build, scale, and continuously improve our Customer Support and Customer Excellence functions. This role owns the end-to-end customer support experience and is accountable for driving high customer satisfaction, operational excellence, and scalable support models aligned with business growth.
The role requires strong people leadership, program ownership, and the ability to influence cross-functional stakeholders to consistently raise customer experience standards across the organization.
Location: Calicut
Reporting To: COO
Job Level: M3
Key Responsibilities
a) Customer Experience & Excellence
- Own and drive customer experience outcomes across all support touchpoints, ensuring timely and high-quality resolution.
- Define, track, and improve customer metrics such as CSAT, NPS, response time, resolution time, defect rates, and customer escalations.
- Represent the voice of the customer internally and influence Product, Engineering, Sales, and IT teams to address systemic issues.
b) Operational & Program Leadership
- Design and execute customer support and excellence programs that improve quality, efficiency, and scalability.
- Establish strong operating mechanisms, including regular business reviews, performance dashboards, deep dives, and corrective action plans.
- Balance short-term issue resolution with long-term structural improvements and process optimization.
c) People Leadership & Capability Building
- Lead, mentor, and develop managers and senior individual contributors, building a strong leadership pipeline.
- Set clear goals, performance expectations, and accountability frameworks aligned with customer and business outcomes.
- Foster a culture of ownership, high standards, continuous improvement, and customer-first thinking.
d) Scale, Automation & Continuous Improvement
- Drive automation, self-service, and AI-enabled solutions to improve customer experience and reduce manual effort.
- Identify opportunities to simplify workflows, eliminate inefficiencies, and scale operations without linear headcount growth.
- Partner with Product and Technology teams to influence roadmap decisions that reduce customer friction and support volume.
e) Stakeholder Management & Communication
- Communicate clearly with senior leadership on customer experience health, risks, trends, and investment priorities.
- Prepare concise written updates, metrics, and recommendations for leadership forums.
- Own and manage high-impact customer escalations with sound judgment and urgency.
Expectations from the Role:
- Operates at a strategic and organizational level, beyond day-to-day operations.
- Makes high-quality decisions with incomplete information and owns outcomes end-to-end.
- Continuously raises the bar on talent, processes, and customer experience.
- Demonstrates a strong bias for action while maintaining long-term thinking.
Basic Qualifications:
- 10+ years of experience in Customer Support, Customer Success, or Customer Excellence within a software or Saa S environment.
- 5+ years of experience leading multi-layered teams (managers of managers).
- Proven experience running large-scale customer operations and improvement programs.
- Strong analytical skills with the ability to use data to drive decisions.
Preferred Qualifications:
- Experience scaling customer support in fast-growing or complex organizations.
- Exposure to global or multi-time zone support operations.
- Experience driving automation, AI, or platform-led customer experience initiatives.
- Strong written and verbal communication skills with senior stakeholders.
What Success Looks Like (12–18 Months):
- Customer Support and Customer Excellence operate as predictable, scalable functions with consistently strong customer satisfaction and service-level performance.
- Customer experience metrics (CSAT, NPS, resolution times, escalations) show sustained improvement driven by systemic fixes rather than reactive support.
- High-impact customer excellence programs and automation initiatives are in place, measurably improving quality, efficiency, and cost to serve.
- A strong leadership bench exists with clear ownership, high standards, and reduced dependency on individual contributors or ad-hoc interventions.
- Senior leadership views Customer Support as a strategic partner in retention, growth, and product improvement—not just an operational function.
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