Lead - Customer Experience & Support Operations

Owning the post-purchase experience as a growth lever for Duroflex's D2C-first future.

ROLE PURPOSE

Duroflex is building a consumer-forward, D2C-led organization - one where every post-purchase interaction shapes whether a customer buys again, refers a friend, or churns to a competitor. This role owns that outcome.

The Lead - Customer Experience & Support Operations will build and run a support function that is fast, empathetic, and increasingly self-improving - using automation and AI to absorb routine volume so the human team can focus on the judgment calls, the emotionally sensitive cases, and the moments that build brand trust. This is not a cost-center mandate. It is a growth mandate: resolve well, resolve fast, and feed everything the team learns back into the business.

ROLE SNAPSHOT

Reporting to: Lead - Growth & Retention

Team size: 15 - 20, scaling with automation-led leverage.

Location: HSR, Bengaluru - office-based, 5 days a week.

Coverage: All Duroflex Group brands.

Operating hours: 7 days, business hours.

WHY THIS ROLE MATTERS

As Duroflex scales its D2C and omnichannel presence, customer support stops being a back-office function and becomes a direct extension of the brand promise. Consumers judge a D2C-first brand as much by how it handles a mattress delivery delay or a warranty claim as by its product. This role sits at that intersection - the last mile of the consumer experience, and the first line of signal on what's actually breaking in the business.

KEY RESPONSIBILITIES

1. Own the Consumer Experience, End to End:

- Own post-sales support across all major customer channels for every Duroflex Group brand, with a single standard for what a good experience looks like.

- Treat escalation management, ageing control, and high-severity cases as brand-risk moments, not just tickets to close.

- Set the tone: every interaction should leave the consumer more confident in the brand, not just "resolved."

2. Build a Tech-Augmented Operating Model:

- Partner with the Tech team to deploy AI and automation - self-serve, chat/voice bots, smart routing - for high-volume, low-complexity issues.

- Use automation to create headroom, not just headcount efficiency: free the human team to spend their time on complex, high-emotion, or high-value cases where judgment beats a script.

- Own the roadmap for AI-assisted quality - real-time agent assist, auto-summarization, sentiment flagging - so the team gets sharper as volume grows.

3. Turn Support Data into Business Action:

- Identify recurring issue themes and drive root-cause corrective action with Operations, Logistics, Retail, Finance, Quality, and Product.

- Build a feedback loop so support data actively shapes product quality, delivery SLAs, and retail experience - not just after-the-fact reporting.

- Use predictive signals (repeat contact, reopen patterns) to catch issues before they become escalations.

4. Build and Lead a High-Performance Team:

- Build and lead a 15 - 20 member in-house team; set goals, review performance, and coach for both empathy and problem-solving.

- Drive productivity through workforce planning, workload allocation, and skill mapping - increasingly informed by what automation is absorbing versus what still needs a human.

- Build succession capability and a bench that can scale with the business.

5. Orchestrate Across the Organization:

- Act as the connective tissue across Operations, Logistics, Retail, Finance, Quality, Product, and Tech to drive issue closure.

- Represent the voice of the consumer in cross-functional forums - the support function should be a source of strategic insight, not just a downstream fixer.

SUCCESS METRICS

- Issue Resolution TAT

- First Contact Resolution

- CSAT & Brand NPS

- Repeat Contact / Reopen Rate

- Backlog & Escalation Ageing

- Agent Quality & Productivity

- AI/Automation-Resolved Share of Volume

- Root-Cause Fixes Shipped to Product/Ops

- Service-Linked Repeat Purchase / Retention

CANDIDATE PROFILE

- 5 - 7 years of customer support/experience leadership with direct team management responsibility.

- Background in D2C-first, consumer or retail businesses strongly preferred - someone who has run support as an experience function, not just a queue.

- Demonstrated experience deploying automation, AI tooling, or self-serve solutions to scale a support operation - comfortable being a co-owner of a tech roadmap, not just a requester.

- Strong ownership, stakeholder management, and cross-functional execution skills.

- Hands-on experience in support operations, quality, training, and process improvement.

- Multilingual: English, Hindi, and one additional language preferred.

- Comfortable working from the HSR Corporate Office, Bengaluru, six days a week.