Customer Support Lead

Lenskart.com; Gurugram District; On-site; INR 7,000,000 - 12,000,000; Full time

Job summary

Lenskart, India's largest omnichannel eyewear company, invites a Head of Customer Experience to own and scale the CX charter across India and international geographies, spanning voice, chat, email, social, WhatsApp, and in-store escalations.

Based at Gurugram headquarters, this role carries full P&L ownership of experience cost, quality, and outcomes, leading a large in-house team plus BPO partners and shaping product and policy decisions.

Qualifications

• 8–12 years of experience in customer experience leadership.
• 4+ years leading large-scale experience operations (500+ FTE incl. in-house + outsourced).
• Experience managing omnichannel experience (voice + digital) at high volume across geographies.
• Experience partnering with Product/Tech teams to drive automation and AI-based solutions.
• Track record of building and leading large, matrixed teams and managing BPO partnerships.
• MBA or equivalent experience preferred, not mandatory.

Responsibilities

• Define and own the overall vision, strategy, and roadmap for Lenskart's global CX function.
• Build, mentor, and scale a high-performing leadership team across leads, quality, training, and WFM.
• Own the CX P&L: cost-per-contact, outsourcing mix, and budgets.
• Represent the voice of the customer to influence product, ops, and retail decisions.

Skills

CX leadership

Omnichannel

Data analytics

Automation partnerships

Vendor management

Stakeholder management

Problem solving

MBA (preferred)

Education

MBA or equivalent

Tools

CRM platforms

AI chatbots

IVR

Workforce management systems

Job description

Lenskart is India's largest omnichannel eyewear company, on a mission to solve the vision problem for 2 billion people across the world. Since Peyush Bansal founded Lenskart in 2010, the company has grown into a vertically integrated eyewear ecosystem — spanning e-commerce, 2,700+ retail stores across India and international markets (Singapore, Japan, Thailand, Taiwan, the Middle East and beyond), in-house design and manufacturing, and pioneering innovations like Home Eye Checkups and 3D virtual try-on.

Lenskart serves 30 million+ customers, crossed ₹6,650+ crore in FY25 revenue, turned solidly profitable, and is now on the path to a public listing. Behind that scale sits one non-negotiable promise: every customer, whether they bought online, in a franchise store, or through a home eye-test visit, gets a seamless, trustworthy experience – and that promise lives and dies with Customer Experience.

About the Role

We're looking for a Head of Customer Experience to own and scale the customer experience 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). This role is based out of Lenskart's Gurugram headquarters, with full P&L-style ownership of experience cost, quality, and customer outcomes.

You'll lead a large, multi-layered organization (in-house team + BPO/outsourced partners), sit at the table for product and policy decisions that affect millions of customers, and be the voice of the customer inside a company built on the "customer-first, always" philosophy that Lenskart is known for.

What You'll Own

• Define and drive the overall vision, strategy, and roadmap for Lenskart's global customer experience function
• Build, mentor, and scale a high-performing leadership team across team leads, quality, training, and workforce management
• Own the experience 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

Operations & Delivery

• Run day-to-day experience 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
• Design and continuously improve SOPs, SLAs, and escalation matrices across order issues, delivery, warranty/returns, prescription and fitting complaints, and eye-care appointments
• Lead crisis and surge management (festive sales, new launches, service outages) with clear playbooks

Tech, Data & Automation

• Partner closely with Product and Engineering to build AI-led and self-serve experience (chatbots, IVR, WhatsApp bots) that reduces contact volume while improving resolution quality
• Use data to identify root causes of customer friction and drive them upstream into product, logistics, and retail fixes rather than just resolving downstream tickets
• Own experience tooling strategy – CRM/helpdesk platforms, quality monitoring, and workforce management systems

Team & Culture

• Build a culture of ownership, empathy, and speed across a large distributed workforce
• Set up hiring, training, and career-progression frameworks for an experience organization operating at Lenskart's scale
• Manage vendor/BPO partnerships – commercials, performance governance, and capacity planning

What We're Looking For

• 8–12 years of experience in customer experience leadership, with at least 4+ years leading large-scale experience operations (500+ FTE across in-house + outsourced teams), ideally in e-commerce, D2C, retail, fintech, or consumer tech
• Proven experience managing omnichannel experience (voice + digital) at high volume and building/scaling teams across multiple geographies
• Strong data and analytical orientation – comfortable owning metrics like CSAT, NPS, AHT, and cost-per-contact, and translating them into action
• Experience partnering with Product/Tech teams to drive automation, self-serve, and AI-based experience solutions
• Track record of building and leading large teams (direct + matrixed), including managing BPO/outsourcing partnerships and commercials
• Exceptional stakeholder management – this role sits close to leadership and needs to influence product, ops, and retail teams without direct authority
• Structured, first-principles problem solver who's equally comfortable in a strategy conversation and a live-fire escalation
• MBA or equivalent experience preferred, not mandatory

Why This Role Is Interesting

• Scale that's rare in India: You'd own experience for a brand serving 30 million+ customers across 2,700+ stores and multiple countries – few CX leadership roles in India operate at this scale.
• A company still moving fast: Lenskart is profitable, growing, and heading toward an IPO – you'd be building the experience org for its next phase, not maintaining a legacy one.
• Real influence, not just ticket management: With home eye tests, 3D try-on, and in-house manufacturing all feeding into the experience funnel, this role directly shapes product and ops decisions – it's a seat at the table, not a call-center management job.
• Mission that's easy to believe in: Lenskart's founding purpose – solving the vision problem for 2 billion underserved people – gives the role a clear "why" beyond the metrics.

Reporting to: Customer Experience / Operations Leadership