Lead - Customer Support - D2C/eCommerce

Description:

About the Role

As the Lead Customer Support, you will lead the end-to-end customer experience journey for our D2C brand. Youll be responsible for ensuring every customer interaction builds trust, loyalty, and advocacy. This role requires a data-driven yet empathetic leader who can scale a support function while maintaining a human touch.

Key Responsibilities

Customer Experience Leadership

- Define and execute the brands customer support strategy aligned with business goals.

- Drive exceptional post-purchase experience across all channels (chat, email, social, WhatsApp, phone).

- Develop and enforce SLAs, response times, and resolution protocols to ensure seamless service.

- Collaborate with marketing, product, and operations teams to address recurring issues and enhance CX.

Team Management

- Build, lead, and mentor a high-performing customer support team (agents, TLs, QA specialists).

- Set clear performance metrics (CSAT, NPS, TAT, FCR) and conduct regular performance reviews.

- Create scalable SOPs and training modules for the team to handle peak load efficiently.

Process & Quality Improvement

- Implement CRM and ticketing tools (Freshdesk, Zendesk, Gorgias, etc.) for better visibility and tracking.

- Identify bottlenecks and introduce process automations or self-service tools (chatbots, FAQs).

- Monitor customer feedback trends and coordinate with internal teams for root cause analysis.

Data & Insights

- Own customer feedback loops analyze data to derive actionable insights.

- Present weekly/monthly reports on performance metrics and customer sentiment.

- Proactively reduce escalations through predictive support and proactive communication.

Brand Advocacy

- Convert support interactions into upsell or retention opportunities.

- Maintain a brand tone that reflects empathy, trust, and solution-orientation.

- Lead initiatives to improve loyalty and repeat purchase rates through superior service quality.

Key Requirements

- 6-10 years of experience in customer support or CX management, ideally in a D2C/eCommerce setup.

- Hands-on experience in setting up or scaling customer support functions.

- Strong command of CRM platforms and automation tools (Freshdesk, Gorgias, Intercom, etc.).

- Data-driven mindset strong analytical and reporting skills.

- Excellent communication, empathy, and conflict-resolution abilities.

- Proven track record of managing 1550 member support teams.

- Comfortable working in a fast-paced, high-growth D2C environment.