Customer Support Head

Job Requirement - Customer Support Head

What is Lokal

We are Lokal, India's premier hyperlocal platform, offering services in various Indian languages. We focus on developing world-class products for non-English speakers across India by delivering local information, classified ads, and continually evolving to include new and significant use cases every day. We operate in several states including Andhra Pradesh, Telangana, Tamil Nadu, Kerala, Karnataka, Maharashtra, Gujarat, and are proud to have amassed over 45 million downloads to date.

Headquartered in Bengaluru, Lokal was founded in 2018 by Jani and Vipul, both distinguished IIT alumni recognised in Forbes 30 under 30 Asia 2020. As a Series B funded startup, we have garnered support from top-tier investors such as the Sony Innovation Fund, YCombinator, 3one4 Capital, India Quotient, and Global Brain. Our mission is driven by a commitment to innovation and a deep dedication to effectively serving our users.

We are being heard: Inc 42, Forbes, Economic Times

Job Summary:

We are seeking an experienced and strategic Head of Customer Support to lead and oversee customer support operations across multiple products in different business categories. This role requires a dynamic leader with a proven track record in managing diverse support teams, optimizing support operations, and ensuring an exceptional customer experience. The ideal candidate will drive efficiency, implement best practices, and align customer support functions with business objectives.

Key Responsibilities:

• Leadership & Strategy: Develop and execute customer support strategies tailored to the unique needs of different products and business categories.
• Team Management: Oversee multiple customer support teams, ensuring high performance, motivation, and professional growth.
• Customer Experience: Drive initiatives to enhance customer satisfaction and reduce churn across various products.
• Process Optimization: Standardize and improve customer support workflows, ticketing systems, and service-level agreements (SLAs).
• Key Metrics & Performance Monitoring: Track and optimize critical support metrics, including:
• Turnaround Time (TAT): Reduce response and resolution times across all support channels.
• Ticket Categorization: Implement structured ticket classification for efficient prioritization and handling.
• Priority Ticket Handling & Escalation: Develop robust escalation protocols to ensure high-priority cases are addressed swiftly.
• Overall Ticket Reduction: Identify and implement strategies to minimize ticket volume through self-service solutions, automation, and proactive customer engagement.
• Data-Driven Decision Making: Leverage analytics to monitor performance, identify trends, and implement process improvements.
• Technology & Tools: Evaluate and implement support tools (CRM, chatbots, helpdesk software) to enhance efficiency and customer experience.
• Cross-Functional Collaboration: Work closely with product, marketing, and engineering teams to ensure a seamless customer journey.
• Training & Development: Establish training programs to keep support teams updated on product knowledge and customer handling best practices.
• Reporting & Metrics: Provide regular reports on key customer support metrics and improvement plans to senior leadership.

Qualifications & Skills:

• Bachelor’s or Master’s degree in Business, Operations, or a related field.
• 8+ years of experience in customer support, with at least 4 years in a leadership role managing multiple teams.
• Experience handling customer support operations for different products/business categories.
• Strong analytical and problem-solving skills, with a data-driven mindset.
• Proficiency in customer support tools such as Zendesk, Freshdesk, Salesforce, or equivalent.
• Excellent leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, evolving environment.
• Strong customer-centric mindset with a passion for delivering exceptional service.

Preferred Qualifications:

• Experience in managing customer support for digital platforms, SaaS products, or service-based businesses.
• Knowledge of automation tools and AI-driven customer support solutions.
• Multilingual proficiency is a plus.

Why Join Us?

• Opportunity to lead and shape customer support operations for multiple exciting products.
• Collaborative and innovative work culture.
• Competitive salary and benefits.
• Professional growth opportunities in a fast-growing company.