Director of Customer Experience, Sell

Cyncly; Pune District; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

Cyncly in Pune, India, seeks a Director of Customer Experience for the Sell domain. This senior leader will own CSAT, SLA and cost outcomes, guide the operating model, and drive transformation across SMEs, AI-enabled support, and cross-functional teams.

You will report to CX leadership, shape the domain governance, and partner with product, engineering and commercial groups to elevate customer outcomes while managing talent and budget in a hybrid work setting.

Qualifications

• Extensive leadership experience in CX, support, or contact-centre operations.
• Proven ownership of CSAT, SLA, Cost of Support and related KPIs.
• Experience leading managers and distributed teams with people decisions.
• Ability to translate deep product knowledge into scalable training and AI-ready content.
• Strong executive communication and concise performance reporting.

Responsibilities

• Own CSAT, SLA and Cost of Support outcomes for the Sell domain with clear reporting.
• Manage operational KPIs: First Reply, Next Reply, FCR, Reopen Rate, Abandoned calls.
• Oversee hiring, promotions, performance, and termination decisions.
• Maintain support quality through standards, coaching, and escalation handling.
• Lead SMEs to convert tacit knowledge into training and AI-ready content.
• Drive AI adoption and self-service to reduce human touch while maintaining outcomes.
• Coordinate with BPO, Quality & Training, Systems & Analysis, and Product teams.
• Provide concise, evidence-based updates to CX leadership on risks and actions.

Skills

Leadership

CX Operations

KPI Management

Data Analysis

Executive Communication

Training & Knowledge

Tools

Zendesk

CCaaS

Workforce Management

Knowledge Platforms

AI-enabled Tools

Job description

Job Title: Director of Customer Experience, Sell

Location: Pune, India (Hybrid)

Permanent - Full Time

About Us:

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialised in technology.

About The Role:

The Sell Director is one of the most senior leaders in the Customer Experience organisation, accountable for the full performance of the Sell domain and for outcomes that roll up to the overall CX organisation: CSAT, SLA performance and Cost of Support.

This role owns the operating model, people decisions, quality standards, KPI performance and transformation agenda for the Sell domain. A core part of the role is leading the domain Subject Matter Experts, who preserve tacit product knowledge and turn it into practical training, documented knowledge and AI-ready content used by internal teams, the BPO, Quality & Training, Systems & Analysis and AI-enabled support.

Main Responsibilities:

• Own CSAT, SLA and Cost of Support outcomes for the Sell domain, with clear reporting to CX Leadership.
• Own the operational KPIs that drive those outcomes: First Reply, Next Reply, First Contact Resolution, Reopen Rate and Abandoned Call performance.
• Own hiring, promotion, performance management and termination decisions across the domain, within company and HR policy.
• Ensure support quality is maintained through clear standards, coaching, knowledge use, escalation handling and customer communication.
• Lead the domain SMEs as a strategic knowledge capability: capture tacit product knowledge, convert it into training, documented guidance and AI-usable content, and keep that knowledge current.
• Use SME insight to spot product knowledge gaps, support process issues, training needs and AI answer-quality gaps, then drive fixes with Quality & Training and Systems & Analysis.
• Drive AI adoption, automation and self-service that reduce unnecessary human touch and Cost of Support while maintaining or improving customer outcomes.
• Run the domain operating rhythm across performance review, KPI analysis, risk/action tracking, escalation management and continuous improvement.
• Partner with BPO Management, Quality & Training, Systems & Analysis, Product, Engineering and Commercial teams to remove blockers and improve execution.
• Provide concise, evidence-based updates to the SVP of CX and CX Leadership, including risks, root causes, corrective actions and progress against commitments.

SME, Knowledge and AI Accountability

The Director is accountable for making SME knowledge operational: not only answering difficult questions, but improving the whole support model by raising capability, reducing repeat issues and making knowledge reusable across teams and AI.

• Prioritise SME work based on customer impact, ticket demand, product complexity, BPO readiness and AI adoption opportunities.
• Ensure SME outputs flow into training, knowledge articles, troubleshooting guides, QA calibration, macros, escalation logic and AI knowledge sources.
• Create a simple governance rhythm for SME output, including knowledge gaps, training needs, AI content improvements and measurable impact on CSAT, SLA, FCR, reopens and cost. This may look like following the KCS standard, or other such framework.

Required Skills and Experience:

Experience

• Extensive leadership experience in customer experience, customer support, contact-centre operations or comparable service delivery environments.
• Equivalent experience is valued where the individual has demonstrated ownership of large-scale operational outcomes, multi-level teams, financial performance, customer experience quality and specialist knowledge-management capability.
• Proven ownership of CSAT, SLA, Cost of Support and related operational KPIs in a complex support environment.
• Strong operational command of First Reply, Next Reply, FCR, Reopen Rate, Abandoned Call and the drivers behind those measures.
• Experience leading managers, specialists and distributed support teams, including significant people‑decision accountability.
• Ability to convert deep product expertise into scalable training, knowledge, quality standards and AI‑ready support content through SMEs or similar specialist teams.
• Strong financial and productivity discipline, with the ability to connect workforce, process, tooling and AI adoption decisions to cost outcomes.
• High confidence using data to diagnose performance, explain root causes, make trade‑offs and drive action.
• Executive‑level communication skills, with concise reporting of performance, risk, decisions and corrective actions.

Preferred but not required

• Experience leading a product‑aligned support domain similar in scale or complexity to Sell.
• Experience in a global, matrixed CX organisation with centralised quality, systems, analytics, SME and BPO support functions.
• Experience with Zendesk, CCaaS, workforce management, knowledge platforms, AI‑enabled support tooling or major cost‑to‑serve transformation.

Working For Us:

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.