Head Customer Support

Sashi Vangapalli; Bengaluru; On-site; INR 6,000,000 - 8,000,000; Full time

Job summary

Sashi Vangapalli is seeking an experienced Customer Support Head to lead and manage the Customer Support function for Retail and E-commerce operations in Bengaluru. The role requires driving service excellence, building scalable processes, and aligning with Sales, Operations and IT to deliver exceptional customer experiences.

The ideal candidate has a strong customer service background, hands-on experience with CRM platforms such as HubSpot and Zoho, and a proven track record of leading

Qualifications

• 710+ years of experience in Customer Support/Customer Service, with leadership experience.
• Hands-on experience with HubSpot, Zoho CRM, OptCulture or similar customer service software.
• Experience leading high-performing customer support teams in Retail and E-commerce.

Responsibilities

• Lead and manage the end-to-end Customer Support team across Retail & E-commerce.
• Ensure timely resolution of customer queries, complaints, returns, refunds, and escalations.
• Monitor customer satisfaction and improve service quality.
• Analyze customer behaviour, feedback, and support metrics to drive process improvements.
• Develop and implement customer service strategies, SOPs, and KPIs.
• Train, mentor, and review team performance.
• Collaborate with Sales, Operations, Logistics, Marketing, and IT teams to enhance customer experience.
• Prepare MIS reports and present customer insights to management.

Skills

Leadership

Team management

Stakeholder coordination

Customer analytics

Communication

Tools

HubSpot

Zoho CRM

OptCulture

Job description

Role:

Customer Support Head

Location:

Bangalore

Industry:

Retail / Fashion / E-commerce

Experience:

710 Years

Employment Type:

Full-time

Preferred candidate profile:

We are looking for an experienced Customer Support Head to lead and manage the Customer Support function for both Retail and E-commerce operations. The ideal candidate should have a strong customer service background, expertise in CRM platforms such as HubSpot and Zoho, and experience leading high-performing customer support teams.

Key Responsibilities

• Lead and manage the end-to-end Customer Support team across Retail & E-commerce.
• Ensure timely resolution of customer queries, complaints, returns, refunds, and escalations.
• Monitor customer satisfaction and improve service quality.
• Analyze customer behaviour, feedback, and support metrics to drive process improvements.
• Develop and implement customer service strategies, SOPs, and KPIs.
• Train, mentor, and review team performance.
• Collaborate with Sales, Operations, Logistics, Marketing, and IT teams to enhance customer experience.
• Prepare MIS reports and present customer insights to management.

Key Skills

• 710+ years of experience in Customer Support/Customer Service, with leadership experience.
• Hands-on experience with HubSpot, Zoho CRM, OptCulture or similar customer service software.
• Strong team management and stakeholder coordination skills.
• Expertise in customer behavior analysis, service reviews, and process improvement.
• Excellent communication, analytical, and problem-solving abilities.

Experience in Retail and E-commerce customer support is mandatory.