Head Customer Support

Head of Customer Support at DoubleTick.io

Location: Mumbai

About DoubleTick.io:
DoubleTick.io is a cutting-edge WhatsApp CX suite empowering businesses to enhance their customer experience through seamless communication. With a rapidly growing customer base, we are looking for a highly experienced Head of Customer Support to scale our customer support operations and deliver world-class support experiences.

Key Responsibilities:

1. Strategic Leadership:

   • Define and execute a scalable customer support strategy aligned with company goals.

   • Build and optimize processes to handle high volumes of chat, call, and ticket support efficiently.

2. Team Management:

   • Scale and lead a high-performing support team across various channels.

   • Drive recruitment, onboarding, training, and development of the support team.

   • Foster a culture of excellence, collaboration, and continuous improvement.

3. Process Optimization:

   • Design and implement robust support workflows, tools, and technologies to enhance productivity.

   • Ensure adherence to SLA metrics like response times and resolution rates.

4. Customer Experience:

   • Monitor and improve customer satisfaction (CSAT) scores and other KPIs.

   • Develop feedback loops to translate customer insights into actionable improvements.

5. Performance Analysis:

   • Track, analyze, and report support team performance metrics to stakeholders.

   • Benchmark against industry standards and continuously iterate for efficiency.

6. Collaboration:

   • Work closely with Product, Engineering, and Sales teams to align on customer needs and pain points.

   • Participate in strategic initiatives to enhance product and service offerings.

Ideal Candidate Profile:

1. Experience:

   • 7+ years in customer support leadership roles, preferably in SaaS or software companies.

   • Proven track record of scaling support teams and processes for high-volume operations.

2. Education:

   • Bachelor’s degree in Engineering is a must.

   • MBA or equivalent advanced degree is highly preferred.

3. Skills:

   • Strong understanding of customer support metrics and best practices.

   • Hands-on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom).

   • Exceptional communication, leadership, and analytical skills.

4. Attributes:

   • Customer-focused mindset with a passion for delivering exceptional experiences.

   • Strategic thinker with the ability to translate goals into actionable plans.

   • Proficient in managing cross-functional teams and driving collaborative outcomes.