Customer Support Head
GurugramFull-time8–12 yrsPosted 2 months ago
Leadership customer support role at Lenskart in Gurugram. Needs 8–12 years and an MBA.
About the role
We're looking for a Head of Customer Support to own and scale the customer support charter for all of Lenskart — across India and international geographies, across every channel (voice, chat, email, social, WhatsApp, in-store escalations), and across every touchpoint in the journey (order, delivery, fitting, warranty, returns, subscription, and eye-care services).based out of Lenskart's Gurugram headquarters, with full P&L ownership of support cost, quality, and customer outcomes.
What you'll do
- Build, mentor, and scale a high-performing leadership team across team leads, quality, training, and workforce management
- Own the support P&L: cost-per-contact, outsourcing mix, and budget planning across in-house and BPO/partner teams
- Represent the voice of the customer at the leadership table, influencing product, supply chain, retail, and policy decisions
- Run day-to-day support operations across voice, chat, email, social, and WhatsApp for both online and offline (2,700+ store network) customers
- Own key metrics: CSAT, NPS, first-response time, resolution TAT, cost-per-ticket, and escalation/repeat-contact rates
What you need
- Customer service
- CRM
- SOP writing
- Sales
- Escalation handling