Head - Customer Experience/Support

Job Summary:

Company is seeking a highly strategic and customer-centric leader to head our Customer Experience/Support team. The ideal candidate will drive initiatives that enhance customer satisfaction, improve support efficiency, and foster long-term relationships with pet parents. This role requires a deep understanding of customer needs, data-driven decision-making, and the ability to collaborate across departments to deliver an exceptional experience for pet parents and their companions.

Key Responsibilities:

Strategic Leadership:

- Develop and implement a comprehensive customer experience and support strategy tailored for pet parents.

- Drive customer engagement, loyalty, and retention through proactive support initiatives.

- Set and achieve customer experience KPIs, including NPS, CSAT, and resolution time.

Customer Support Management:

- Oversee the customer support team, ensuring timely and effective resolution of pet parent inquiries.

- Implement scalable support processes and technologies to enhance service efficiency.

- Monitor support interactions and implement continuous improvement initiatives.

Customer Experience Enhancement:

- Analyze customer feedback to identify pain points and opportunities for service improvement.

- Collaborate with product, operations, and marketing teams to enhance customer touchpoints.

- Develop proactive customer education and engagement programs specific to pet care.

Team Leadership & Development:

- Build, mentor, and manage a high-performing customer support team

- Foster a customer-first and pet-friendly culture within Company.

- Provide training programs to enhance the team's service skills and knowledge of pet care.

Technology & Innovation:

- Leverage AI, automation, and self-service tools to improve customer support efficiency.

- Identify and implement CRM and support platforms that enhance customer interactions.

Qualifications & Experience:

- Minimum 4 years of experience as Head of Customer Experience, with a proven track record in leading large-scale CX operations.

- Experience managing teams of 100+ employees, driving performance, and fostering a high-engagement work environment.

- Strong analytical skills with experience in data-driven decision-making.

- Excellent leadership, communication, and interpersonal skills.

- Experience with CRM, customer support tools, and automation technologies.

- Passion for delivering exceptional customer service and improving pet parent journeys..

Preferred Qualifications:

- Experience in the pet care, veterinary, or e-commerce industry.

- Familiarity with omnichannel support models (phone, email, chat, social media).

- Background in customer psychology, service design, or UX research.