Job Description - Director - Customer Service / Experience

Location: Bangalore (Office-based, 6 days a week)

Department: Customer Experience

Role Overview

The Director of Customer Service/Experience at BrightCHAMPS will lead and scale global support operations from our Bangalore office. The role requires balancing refunds/disputes management, customer experience strategy, operational excellence, and hands-on leadership.

The ideal candidate is a proactive problem-solver with deep expertise in payment disputes, customer service systems, and process improvements, while being comfortable working closely with agents and bots to ensure seamless resolution.

Key Responsibilities

1. Refunds & Disputes Management:

- Oversee refund resolution across channels with speed, fairness, and compliance.

- Manage disputes with payment partners (PayPal, Stripe, Razorpay, etc.) and maintain an 80%+ win rate.

- Standardize workflows for disputed transactions and escalations.

2. Customer Service Operations:

- Manage human agents + bot interventions for 24x7 service coverage.

- Review escalated cases and identify root causes (Sales, Teachers, Tech, etc.).

- Drive RCA - corrective measures - accountability (with HR, Sales, or Operations as needed).

- Recommend incentive reduction or disciplinary actions in case of repeated talent-related issues.

3. Process & Knowledge Base

- Build and maintain a comprehensive Knowledge Base for agents and customers.

- Standardize documentation and escalation protocols.

- Continuously improve agent training and process adherence.

4. Tools & Analytics

- Own Zoho Desk & Zoho Suite for customer service operations.

- Leverage analytics to reduce repeat issues, optimize bot workflows, and improve CSAT/NPS.

5. Leadership & Team Engagement

- Lead and mentor a Bangalore-based customer service team.

- Spend active time with agents to resolve cases hands-on.

- Drive a customer-first, accountability-driven culture.

What a Week Looks Like in This Role?

Daily:

- Review escalations, disputes, and refund cases.

- Track customer satisfaction & operational SLAs.

- Check-in with agents on floor for live coaching.

- Sync with Tech/Sales/Teacher Ops on RCA findings.

Weekly:

- Lead review meetings with support team leaders.

- Track refund & dispute performance vs. targets.

- Share RCA trends with HR, Sales, and Product/Tech teams.

- Update Knowledge Base with new cases & learnings.

Monthly:

- Present customer service performance dashboards (CSAT, NPS, resolution times, dispute win rates).

- Conduct deep-dive audits into repeat issues.

- Run training/refresher sessions for agents.

- Align with leadership on upcoming CX goals & process improvements.

0-3 Week Plan:

Week 1 (0-7 Days):

- Understand BrightCHAMPS' customer service workflows, tools (Zoho Desk, bots), and policies.

- Build working knowledge of refunds/disputes pipeline and win-rates.

- Shadow agents and handle cases personally to identify pain points.

- Start documenting RCA from top issues across Sales, Teachers, Tech.

Week 2 (8-14 Days):

- Define a standardized dispute management playbook to achieve 80%+ win rate.

- Roll out refined escalation workflows for refunds & service issues.

- Audit and optimize bot-to-human handoff cases.

- Introduce a weekly RCA review framework with HR, Sales, Tech.

Week 3 (15-21 Days):

- Launch Knowledge Base 2.0 for agents and self-service.

- Set up CX performance dashboards (CSAT, NPS, refund resolution, dispute win rate).

- Establish agent training & disciplinary frameworks (aligned with HR).

- Deliver a roadmap for the next 6-12 months, focusing on automation, process stability, and scaling.

Key Requirements:

- 10+ years in customer service/experience, including 3-5 years in leadership.

- Proven success in refunds & dispute management with payment gateways (PayPal, Stripe, Razorpay, etc.).

- Hands-on expertise with Zoho Desk & Zoho Suite (or similar).

- Strong skills in process-building, RCA, and cross-team collaboration.

- Data-driven mindset with ability to convert insights into operational improvements.

- Willingness to work onsite, 6 days a week in Bangalore.

- Ability to lead strategically while also rolling up sleeves and working alongside agents.