Role Overview:

We are looking for a Head of Customer Experience & Operations who can build, own, and scale the entire customer experience function from scratch. The ideal candidate should have hands-on experience in building customer support teams, processes, technology stack, and customer-centric systems in a fast-growing D2C/e-commerce environment. This role will own the complete customer journey - from first interaction to post-purchase experience, retention, and customer loyalty.

Key Responsibilities :

Build Customer Experience Function from Scratch (0-1) :

- Team structure and hiring roadmap

- Support processes and SOPs

- Escalation frameworks

- Quality monitoring systems

- Training programs

- Performance management frameworks

- Create scalable processes to support business growth.

Customer Support Operations Ownership:

- Own end-to-end customer support across calls, WhatsApp, email, chat, and social media channels.

- Manage customer queries related to orders, delivery issues, returns & refunds, replacements, product concerns, and customer complaints.

- Ensure high-quality and timely resolution of customer issues.

Team Building & Leadership :

- Hire, train, and lead a high-performing customer support team.

- Define team structure, roles, KRAs, and KPIs.

- Build a customer-first culture with strong ownership.

- Create career paths and development plans for team members.

Customer Experience & Retention:

- Own key CX metrics: CSAT, NPS, customer retention, First Response Time, Resolution Time, ticket backlog, and repeat complaints.

- Identify customer pain points and drive improvements.

- Build feedback loops with Product, Marketing, Operations, and Supply Chain teams.

Process Improvement & Automation :

- Implement and optimize customer support platforms/tools.

- Build automation workflows to improve efficiency and reduce manual effort.

- Create knowledge base, response templates, SOP documentation, and escalation mechanisms.

- Use data and insights to improve customer satisfaction.

Returns & Post-Purchase Experience:

- Own customer experience for returns, refunds, exchanges, delivery escalations, and complaints management.

- Work closely with Operations and Logistics teams to improve customer outcomes.

Analytics & Reporting:

- Build CX dashboards and reporting mechanisms.

- Analyze customer feedback, complaints, and trends.

- Share actionable insights with leadership.

- Drive continuous improvement initiatives.

Candidate Profile:

- 7+ years of experience in Customer Experience / Customer Support / Customer Operations.

- Strong experience in D2C, e-commerce, consumer internet, or marketplace businesses.

- Proven track record of building customer support operations from scratch (0-1).

- Experience managing and scaling customer support teams.

- Strong understanding of D2C customer journey, returns, refunds, logistics, and retention.