Customer Support Head

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

• 8–12 yrs of experience
• Customer service
• CRM
• SOP writing
• Sales
• Escalation handling
• MBA