Head of Customer Experience

crewlia; India; Remote; INR 11,407,000 - 17,110,000; Full time

Benefits offered by this job

Performance-based bonus

Annual learning & development stipend

Health benefits (varies by location)

Fully remote / Flexible hours

Job summary

Crewlia is seeking a Head of Customer Experience to lead a fully remote, globally distributed team. You will shape customer experience strategy, drive operational excellence, and partner with executives to hit key company milestones.

You will manage cross-functional initiatives, optimize processes, and mentor the CX organization while maintaining a focus on data-driven decisions, de-escalation, and client success in a dynamic, remote environment.

Qualifications

• Experience in operations, project management or client success.
• Strong de-escalation and conflict-resolution skills.
• Proven ability to manage multiple priorities and stakeholders.

Responsibilities

• Manage project timelines, resource allocation, and cross-team coordination.
• Maintain detailed records of stakeholder interactions.
• Respond promptly and professionally to client inquiries and escalations.
• Lead, mentor, and scale a globally distributed team.
• Collaborate with executive leadership to drive company milestones.

Skills

De-escalation

Problem solving

Customer relationship mgmt

Multi-tasking

Data-driven decisions

Tools

Zendesk

Salesforce

CRM software

Ticketing systems

Job description

We are actively seeking a detail-oriented Head of Customer Experience to join our growing remote team. In this pivotal role, you will be instrumental in shaping our operations, driving strategic initiatives, and delivering exceptional results within your functional area. The ideal candidate will combine big-picture strategic thinking with hands-on, tactical execution.

Key Responsibilities:

• Manage project timelines, resource allocation, and cross-team coordination.
• Maintain highly detailed and accurate records of all stakeholder interactions.
• Respond promptly and professionally to client inquiries and escalations.
• Lead, mentor, and structurally scale a high-performing, globally distributed team.
• Collaborate directly with executive leadership to drive core company milestones.

Required Skills & Qualifications:

• High-level proficiency with Zendesk, Salesforce, and operational workflow platforms.
• Excellent de-escalation, problem-solving, and customer relationship management skills.
• Strong working knowledge of helpdesk, ticketing, or CRM software.
• Proven track record in operations, project management, or client success.
• Exceptional ability to manage multiple competing priorities simultaneously.

What You’ll Bring:

• An intrinsic passion for continuous learning, upskilling, and rapid adaptation.
• Strong analytical abilities coupled with a commitment to data-driven decision making.
• High emotional intelligence, empathy, and a deeply collaborative team spirit.
• Fully remote, flexible work hours
• Performance-based bonus structure
• Annual learning & development stipend
• Health and wellness benefits (varies by location)
• Opportunity to work on high-impact projects

Equal Opportunity Employer:

This is an equal opportunity role. Applications are welcomed from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.