Head of Customer Experience

Corishta Ltd.; Mumbai, Pune District, Nalanda; Remote; INR 4,000,000 - 7,000,000; Full time

Job summary

Corishta Ltd. is seeking a Head of Customer Experience to own the service delivered to families across India. You will define service standards, build a multilingual support function across states, and ensure end-to-end resolution of complaints, including trust and safety coordination.

The role requires leading a seasonal peak in customer demand, reporting performance, and partnering with product and operations to drive improvements. Based in Mumbai or Pune with full-time responsibilities.

Qualifications

• Eight or more years in customer service or CX, with at least three years in a leadership role.
• Experience running a multi-language, multi-location support operation.
• Strong grasp of escalation management and root-cause analysis of complaint volumes.
• Experience building service standards where trust matters.
• Comfort working in Hindi and English.
• Experience in a consumer or subscription service in India.
• Exposure to trust, safety or verification operations.
• Experience supporting a seasonal demand peak.

Responsibilities

• Define and own the service quality standard for member interactions.
• Build and run the customer support function across states and languages.
• Own the complaint escalation path and make sure escalations are closed properly.
• Measure member satisfaction and turn the results into specific service changes.
• Ensure support is staffed and skilled for peak matrimonial season.
• Work with verification and trust and safety so that member concerns are resolved end to end.
• Represent the voice of members in product and operations reviews.
• Report service performance to the leadership team and manage it against agreed standards.

Skills

Multi-language support

Escalation management

Root-cause analysis

Complaint management

Team building

Service strategy

Contact centre operations

Customer experience leadership

Job description

As Head of Customer Experience you own the service that families actually receive. You will define what good service looks like at Corishta, build the support function across languages and states, and make sure that a complaint raised in Bihar is handled as well as one raised in Pune. You will work closely with the trust and safety and verification teams, because in a matrimonial service the quality of support and the quality of verification are the same promise seen from two sides.

Responsibilities

• Define and own the service quality standard for member interactions
• Build and run the customer support function across states and languages
• Own the complaint escalation path and make sure escalations are closed properly
• Measure member satisfaction and turn the results into specific service changes
• Ensure support is staffed and skilled for peak matrimonial season
• Work with verification and trust and safety so that member concerns are resolved end to end
• Represent the voice of members in product and operations reviews
• Report service performance to the leadership team and manage it against agreed standards

Requirements

• Eight or more years in customer service or customer experience, with at least three years leading the function
• Experience running a multi-language, multi-location support operation
• Strong grasp of escalation management and of the root causes behind complaint volume
• Experience building service standards in a business where trust matters
• Comfort working in Hindi and English
• Experience in a consumer or subscription service in India
• Exposure to trust, safety or verification operations
• Experience supporting a seasonal demand peak

Preferred Skills

• Customer experience strategy
• Service operations
• Complaint management
• Satisfaction measurement
• Team building
• Escalation management
• Multi-language support
• Contact centre operations
• Root cause analysis

Compensation

This is a full-time salaried leadership position with a fixed annual salary. The published range is a market-referenced band and is confirmed individually before an offer is made.

Work Location

• Mumbai, Maharashtra
• Pune, Maharashtra