Role Summary:

- We are seeking a senior leader to build, scale, and continuously improve our Customer Support and Customer Excellence functions. This role owns the end-to-end customer support experience and is accountable for driving high customer satisfaction, operational excellence, and scalable support models aligned with business growth.

- The role requires strong people leadership, program ownership, and the ability to influence cross-functional stakeholders to consistently raise customer experience standards across the organization.

Location: Calicut

Reporting To: COO

Job Level: M3

Key Responsibilities:

a) Customer Experience & Excellence:

- Own and drive customer experience outcomes across all support touchpoints, ensuring timely and high-quality resolution.

- Define, track, and improve customer metrics such as CSAT, NPS, response time, resolution time, defect rates, and customer escalations.

- Represent the voice of the customer internally and influence Product, Engineering, Sales, and IT teams to address systemic issues.

b) Operational & Program Leadership:

- Design and execute customer support and excellence programs that improve quality, efficiency, and scalability.

- Establish strong operating mechanisms, including regular business reviews, performance dashboards, deep dives, and corrective action plans.

- Balance short-term issue resolution with long-term structural improvements and process optimization.

c) People Leadership & Capability Building:

- Lead, mentor, and develop managers and senior individual contributors, building a strong leadership pipeline.

- Set clear goals, performance expectations, and accountability frameworks aligned with customer and business outcomes.

- Foster a culture of ownership, high standards, continuous improvement, and customer-first thinking.

d) Scale, Automation & Continuous Improvement:

- Drive automation, self-service, and AI-enabled solutions to improve customer experience and reduce manual effort.

- Identify opportunities to simplify workflows, eliminate inefficiencies, and scale operations without linear headcount growth.

- Partner with Product and Technology teams to influence roadmap decisions that reduce customer friction and support volume.

e) Stakeholder Management & Communication:

- Communicate clearly with senior leadership on customer experience health, risks, trends, and investment priorities.

- Prepare concise written updates, metrics, and recommendations for leadership forums.

- Own and manage high-impact customer escalations with sound judgment and urgency.

Expectations from the Role:

- Operates at a strategic and organizational level, beyond day-to-day operations.

- Makes high-quality decisions with incomplete information and owns outcomes end-to-end.

- Continuously raises the bar on talent, processes, and customer experience.

- Demonstrates a strong bias for action while maintaining long-term thinking.

Basic Qualifications:

- 10+ years of experience in Customer Support, Customer Success, or Customer Excellence within a software or SaaS environment.

- 5+ years of experience leading multi-layered teams (managers of managers).

- Proven experience running large-scale customer operations and improvement programs.

- Strong analytical skills with the ability to use data to drive decisions.

Preferred Qualifications:

- Experience scaling customer support in fast-growing or complex organizations.

- Exposure to global or multi-time zone support operations.

- Experience driving automation, AI, or platform-led customer experience initiatives.

- Strong written and verbal communication skills with senior stakeholders.

What Success Looks Like (1218 Months):

- Customer Support and Customer Excellence operate as predictable, scalable functions with consistently strong customer satisfaction and service-level performance.

- Customer experience metrics (CSAT, NPS, resolution times, escalations) show sustained improvement driven by systemic fixes rather than reactive support.

- High-impact customer excellence programs and automation initiatives are in place, measurably improving quality, efficiency, and cost to serve.

- A strong leadership bench exists with clear ownership, high standards, and reduced dependency on individual contributors or ad-hoc interventions.

- Senior leadership views Customer Support as a strategic partner in retention, growth, and product improvementnot just an operational function.