Job Description

This role is for one of the Weekday's clients

Salary range: Rs 1400000 - Rs 2600000 (ie INR 14 - 26 LPA)

Min Experience: 8+ years

Location: Pune
JobType: full-time

We are seeking an experienced and customer-focused Head of Customer Support to lead and scale our customer support function. This leadership role is ideal for someone who is passionate about delivering exceptional customer experiences while building high-performing support teams and efficient service operations. As the Head of Customer Support, you will be responsible for developing customer support strategies, improving service quality, driving operational excellence, and ensuring customer satisfaction across all support channels.

You will work closely with Product, Engineering, Sales, Customer Success, and Operations teams to address customer needs, improve support processes, and implement scalable solutions that enhance the overall customer journey. The ideal candidate has extensive experience managing large support teams, defining customer service standards, and using data-driven insights to optimize performance.

Requirements

Key Responsibilities

• Develop and execute a comprehensive customer support strategy aligned with business objectives.
• Lead, mentor, and inspire customer support managers and teams to consistently deliver exceptional customer experiences.
• Establish customer service policies, processes, and quality standards that promote efficiency and customer satisfaction.
• Monitor support operations, analyze key performance indicators, and implement continuous improvements.
• Collaborate with cross-functional teams to resolve customer issues and improve product and service quality.
• Build scalable support processes that accommodate business growth while maintaining service excellence.
• Drive customer-centric initiatives that improve retention, loyalty, and overall customer experience.
• Oversee workforce planning, hiring, onboarding, coaching, and performance management of support personnel.
• Utilize customer feedback, analytics, and reporting to identify trends and recommend process improvements.
• Ensure accurate documentation of support workflows, knowledge base articles, and operational procedures.
• Manage customer communication during critical incidents and ensure timely resolution of complex issues.
• Foster a culture of accountability, empathy, collaboration, and continuous learning within the support organization.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Customer Experience, or a related field. A master's degree is an advantage.
• 8–15 years of experience in customer support, customer service, or customer operations, including significant leadership experience.
• Proven success in leading and scaling customer support teams in a fast-paced organization.
• Strong understanding of customer experience management, service delivery, and operational excellence.
• Excellent leadership, communication, interpersonal, and stakeholder management skills.
• Strong analytical mindset with experience using customer support metrics and dashboards to drive improvements.
• Ability to manage multiple priorities while maintaining high-quality customer experiences.
• Experience working with CRM platforms, helpdesk systems, and customer support technologies.

Must-Have Skills

• Customer Support
• Customer Service

Good-to-Have Skills

• Service Level Agreement (SLA) Management
• Escalation Management

Preferred Attributes

• Strong problem-solving and decision-making abilities.
• Excellent conflict resolution and negotiation skills.
• Customer-first mindset with a passion for delivering outstanding service.
• Experience implementing automation, self-service initiatives, and process optimization.
• Ability to build collaborative relationships across departments.
• Strong organizational and project management capabilities.
• Adaptability to changing business needs and evolving customer expectations.