Customer Support Head
$31,200–$31,200 year
On-siteGurugram, Haryana, India
Job Summary
Define and drive the overall vision, strategy, and roadmap for Lenskart's global customer support function across India and international geographies. Build, mentor, and scale a high-performing leadership team across voice, chat, email, social, and WhatsApp channels while owning the support P&L, cost-per-contact, and budget planning. Run day-to-day operations for 30 million+ customers, design SOPs and escalation matrices for order, delivery, warranty, and eye-care issues, and lead crisis management for festive surges. Partner with Product and Engineering to build AI-led self-serve solutions and use data to drive upstream fixes for customer friction. Manage vendor partnerships and set up hiring frameworks for a distributed workforce operating at this scale.
Required Qualifications
- 8–12 years of experience in customer support/customer experience leadership
- at least 4+ years leading large-scale support operations (500+ FTE across in-house + outsourced teams)
- Proven experience managing omnichannel support (voice + digital) at high volume
- building/scaling teams across multiple geographies
- Strong data and analytical orientation
- Experience partnering with Product/Tech teams to drive automation, self-serve, and AI-based support solutions
- Track record of building and leading large teams (direct + matrixed)
- managing BPO/outsourcing partnerships and commercials
- Exceptional stakeholder management
- Structured, first-principles problem solver
Desired Qualifications
- MBA or equivalent experience
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