Lead Customer Experience & Support - D2C

We are seeking a Lead Customer Experience & Support for a series A funded D2C Brand

Job Profile:

Customer Experience Strategy & Execution

- Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates.

- Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement.

Customer Support Operations

- Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk).

- Drive efficiency in ticket handling, escalation management, and root-cause analysis.

- Establish internal feedback loops to continually improve the customer experience.

Revenue Enablement

- Design and implement processes for cross-selling and upselling during customer support interactions.

- Train the CX team to identify revenue opportunities while maintaining a service-first mindset.

- Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.

Leadership & Team Development

- Hire, mentor, and manage a high-performing support team aligned with business goals and customer values.

- Foster a culture of empathy, ownership, and performance excellence within the CX function.

Customer Advocacy & VOC

- Act as the voice of the customer internally by synthesizing feedback into actionable insights.

- Drive initiatives to reduce churn, increase loyalty, and boost referral engagement.

Cross-Functional Collaboration

- Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps.

- Support campaigns and launches with seamless CX planning and execution.

Requirements:

- 5+ years of experience in customer support or experience roles, with at least 2+ years in a leadership capacity.

- Proven track record of setting up and scaling CX from scratch in a high-growth startup.

- Deep understanding of customer service psychology, problem-solving, and lifecycle management.

- Demonstrated ability to drive upselling and cross-selling within support workflows.

- Strong communication skills, both verbal and written, with a calm and empathetic tone.

- Proficient in using customer support platforms, automation tools, analytics dashboards, and CRMs.

- Adept at managing KPIs while balancing empathy and business outcomes.

Nice to Have

- Prior experience in D2C, fintech, SaaS, or consumer internet companies.

- Certifications in Customer Success, CXM, or related domains.

- Working knowledge of customer journey mapping and behavior analytics.