Position: Head of Customer Support

Location: Hyderabad, India

Department: Customer Experience

Employment Type: Full-Time

Overview:

We are seeking a strategic and passionate Head of Customer Support to build, lead, and scale our client's customer support function from the ground up. This role is critical in shaping the post-purchase customer journey, ensuring customer satisfaction, loyalty, and advocacy.

The ideal candidate will be a hands-on leader with experience in high-growth environments, adept at managing both digital and human-centric support channels for a physical product (EV).

Key Responsibilities:

a) Strategic Leadership & Operations:

- Develop and execute the overall customer support strategy aligned with company goals

- Build, mentor, and lead a high-performing customer support team (including remote support, field service coordination, and social/media response)

- Establish and monitor KPIs (CSAT, NPS, First Contact Resolution, Average Resolution Time) to drive continuous improvement

- Design and implement scalable support processes, systems (CRM, ticketing, knowledge base), and standard operating procedures (SOPs)

- Collaborate with Product, Engineering, Sales, and Marketing teams to relay customer feedback and influence product/ service improvements

b) Customer Experience & Issue Resolution:

- Ensure timely and effective resolution of customer inquiries across channels (phone, email, chat, social media, in-person)

- Oversee the technical support ecosystem for EV-related issues, including battery, software,

charging, and vehicle performance, coordinating with service centers and field technicians

- Develop a robust customer education program (guides, tutorials, webinars) to empower EV users

- Handle escalated customer issues personally, ensuring brand reputation is upheld

c) Technology & Innovation:

- Leverage technology to automate routine queries and enhance self-service options

- Implement and optimize a CRM (like Salesforce, Zendesk, or Freshdesk) for seamless customer interaction tracking

- Explore AI/chatbot solutions to improve efficiency without compromising empathy

d) Reporting & Analysis:

- Provide regular reports to leadership on customer support performance, trends, and insights

- Use data analytics to identify root causes of issues and implement preventive measures

- Manage the customer support budget, ensuring cost-effectiveness

Qualifications & Experience:

- 8+ years of experience in customer support/service, with at least 3 years in a leadership role (Head, Director, or Senior Manager)

- Proven experience in a product-based company (automotive, consumer electronics, appliances, or EV/automotive background is a huge plus)

- Experience building and scaling customer support teams in a fast-paced startup or high-growth environment

- Strong knowledge of CRM systems, support ticketing tools, and customer experience metrics

- Exceptional communication, interpersonal, and problem-solving skills

- Based in or willing to relocate to Hyderabad

Good-to-have:

- Personal passion for sustainability, electric vehicles, and clean technology

- Experience in managing dealer/service center networks or field service operations

- Familiarity with the Indian EV ecosystem, policies, and customer expectations

- Technical aptitude to understand EV technology (charging infrastructure, software updates, vehicle diagnostics)