The Head of Customer Support is a critical leadership role responsible for developing and executing the overall customer support strategy to ensure outstanding experience for all our customers (Riders / Drivers). This individual will lead, mentor, and scale our customer support team, optimize support processes and tools, and act as a key advocate for our customers within the organization. The ideal candidate is a strategic thinker with a hands-on approach, passionate about customer satisfaction, and skilled in building high-performing teams in a dynamic environment.
- Responsibilities:
- Build, lead, mentor, and develop a high-performing customer support team, fostering a culture of excellence, empathy, and continuous improvement
- Define team structure, roles, and responsibilities to ensure optimal coverage and efficiency
- Develop and implement a comprehensive customer support strategy aligned with company goals, including defining service level agreements (SLAs) and key performance indicators (KPIs)
- Oversee and optimize daily support operations across all channels (e.g., phone, email, chat, social media, in-person if applicable)
- Select, implement, and manage customer support software/tools (e.g., Telephony, ticketing systems, knowledge base)
- Develop and refine support policies, procedures, and workflows to enhance efficiency and customer satisfaction
- Champion the voice of the customer within the company, providing insights and feedback to Product, Sales, Marketing, and Engineering teams to improve products, services, and overall customer experience
- Monitor customer satisfaction (CSAT, NPS) and other key metrics, identifying trends and implementing strategies for improvement
- Develop and manage customer feedback channels and processes
- Handle and resolve complex customer escalations effectively and professionally
Requirements
- Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field
- [7-10+] years of experience in customer support or customer service roles
- [3-5+] years of experience in a leadership/management role, successfully leading and scaling customer support teams
- Proven experience in developing and implementing customer support strategies and processes
- Strong understanding of customer support metrics, KPIs, and reporting
- Excellent communication (written and verbal), interpersonal, and negotiation skills in English
