Were hiring a CX Lead to elevate support quality, build scalable processes, and turn customer insights into product improvements.
Youll lead a small, high-performing team of 3-4 members, own CX operations end-to-end, coach and upskill the team, shape workfl ows in Zendesk, and ensure an empathetic, clear tone for a cognitively diverse global user base.
KEY RESPONSIBILITIES:
Quality & Leadership
- Own CX quality standards and review mechanisms.
- Coach specialists on tone, clarity, reasoning, and empathy.
- Detect subtle issues (over-scripting, missed cues, vague explanations).
Operations & Process
- Build scalable Zendesk workfl ows: routing, tagging, macros, reporting.
- Analyze recurring issues and reduce ticket volume with product partners.
- Build and maintain a focused, practical internal knowledge base.
Product Insight
- Represent the user perspective especially older adults and less tech-savvy users.
- Provide structured feedback to Product, Engineering, and QA.
- Identify UX gaps in scoring, onboarding, billing, device behavior, and game performance.
AI & Automation
- Identify where AI/automation should and shouldnt be used.
- Prioritize safe, high-value automation inside Zendesk (agent-assist, workfl ows).
- Set guardrails to avoid cognitive-score inaccuracies or impersonal tone.
Team Development
- Mentor CX specialists, onboard new hires, and build skill-development plans.
- Track productivity and foster a calm, user-centric culture.
WHAT YOU HAVE:
- 8-10 years of proven customer support experience, preferably in a similar role.
- 3+ years leading or mentoring a team.
- Excellent written communication (Email support - a must have) with keen attention to detail
- Worked with US customers (consumer or SAAS)
- Excellent communication and problem-solving skills.
- Deep hands-on experience with Zendesk.
- Ability to multitask, prioritize, and manage time effectively.
- Customer-centric mindset with a high level of empathy and patience.
- Working knowledge of customer service software and databases.
- Strong analytical and root-cause skills.
- Patient and cool under pressure.
WHAT WE OFFER:
- The excitement and fl exibility of an early-stage startup with the stability of a mature business
- Competitive salary and equity packages
- AI is in our DNA.
From Cursor to ChatGPT, v0 to Claude, we use cutting-edge tools to focus on the things that matter
- Hybrid work model: 3 days a week in offi ce, designed for deeper collaboration and the fun of working side-by-side.
- Expect spontaneous whiteboard sessions, team lunches, and regular board-game hangouts
- Flexible paid time off
- Comprehensive, company-sponsored medical insurance (including spouse, children and parents/in-laws)
- Annual learning stipend for courses, books, and upskilling
- Office commute expense reimbursement and a location just a short walk from the nearest metro
- Set in a lively neighborhood with plenty of cafes and hangout spots to explore after work
- Monthly fitness/wellness reimbursements
- Catered lunches and a fully stocked pantry complete with the real MVP: strong South Indian filter coffee.
- And a library nook stacked with books youll actually want to read
- Free Family subscription finally, a way to settle once and for all whos the real genius in the family
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