Head - Customer Support (10-15 yrs)

This role is crucial in ensuring exceptional customer service experiences for our clients, resolving issues effectively, and building long-lasting relationships.

The ideal candidate will have a strong background in customer support operations, leadership experience, and a passion for improving customer satisfaction in a fast-paced, customer-centric environment.

Key Responsibilities:

1. Team Leadership and Development:

- Lead and manage the customer support team, ensuring high performance, continuous improvement, and engagement.

- Develop and implement training programs for new and existing team members to enhance skills, product knowledge, and customer service standards.

- Set clear team goals and KPIs, providing regular performance feedback and coaching to improve team productivity and morale.

- Foster a customer-first culture, ensuring team members are aligned with company values and customer experience objectives.

2. Customer Support Strategy:

- Develop and implement customer support strategies, processes, and best practices to provide efficient and effective support.

- Optimize customer service workflows and integrate new technologies to improve support response times, quality, and cost-efficiency.

- Drive improvements to customer support channels (phone, email, chat, etc.) to increase service availability, consistency, and satisfaction.

3. Customer Issue Resolution:

- Oversee the resolution of complex or escalated customer issues, ensuring they are addressed quickly and effectively.

- Monitor customer feedback and complaints, and work to resolve systemic issues that may impact the customer experience.

- Collaborate with cross-functional teams (e.g., product, engineering, sales) to ensure customer concerns are integrated into future product or service improvements.

4. Data-Driven Decision Making:

- Utilize customer feedback, surveys, and support data to identify opportunities for improvement in the customer experience.

- Analyze customer support metrics (e.g., response times, resolution times, customer satisfaction) and implement strategies to improve performance.

- Provide detailed reports on support team performance, trends, and insights to senior leadership.

4. Collaboration & Stakeholder Management:

- Work closely with leadership teams in other departments (Sales, Product, Operations) to ensure seamless cross-functional alignment.

- Represent the voice of the customer in internal meetings, providing insights and recommendations for improving overall customer experience.

- Build strong relationships with key stakeholders, both internally and externally, to enhance the customer journey.

5. Process Improvement and Innovation:

- Continuously evaluate and improve customer support processes, tools, and technology to drive efficiency and customer satisfaction.

- Lead initiatives to reduce customer pain points and streamline the support process, implementing new technologies like chatbots, automation, and self-service options.

6. Customer Success & Retention:

- Develop strategies to retain high-value customers and increase customer loyalty by providing superior support experiences.

- Monitor customer success metrics and work with the customer success team to ensure customers are fully supported and satisfied with our services.

Required Qualifications:

- Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Master's degree is a plus.

- 8+ years of experience in customer support, with at least 3-5 years in a leadership role.

- Proven track record of managing and leading large customer support teams, ideally in a broking, fintech, or financial services environment.

- Experience in building and scaling customer support teams and implementing customer service technologies.

- Strong knowledge of customer support platforms and CRM tools.

- Excellent problem-solving and conflict resolution skills, with a focus on customer satisfaction.

- Strong communication, interpersonal, and leadership skills, with the ability to motivate and manage cross-functional teams.

- Ability to work in a fast-paced, results-driven environment, balancing multiple priorities.