CX Head

This role is for one of the Weekday's clients

Min Experience: 8 years

Location: Bengaluru

JobType: full-time

We are looking for an experienced CX Head to lead our Customer Support and Operations function, ensuring world-class service delivery and long-term customer loyalty. The ideal candidate will have 8–10 years of expertise in customer support/service operations with a proven track record of scaling large teams, building efficient processes, and driving customer satisfaction.

This is a strategic yet hands-on role that requires defining the CX vision, setting up scalable frameworks, and inspiring teams to consistently deliver excellence.

Key Responsibilities

• Lead and scale the Customer Support & Operations team, ensuring exceptional service across all channels.
• Define and implement robust CX processes, SLAs, and quality standards for efficiency and consistency.
• Build, mentor, and retain a high-performing support and operations team.
• Champion customer-centricity across the organization, creating feedback loops with product, tech, and business teams.
• Utilize tools, automation, and analytics to enhance response times, satisfaction, and operational effectiveness.
• Establish and monitor KPIs including CSAT, NPS, resolution time, and SLAs.
• Manage escalations, ensuring timely resolution of critical customer issues.
• Serve as the customer’s voice in leadership discussions, influencing product and business strategies.

Key Requirements

• 8–10 years of experience in Customer Support / CX / Service Operations, preferably in FinTech, Consumer Tech, or other high-growth industries.
• Proven track record of managing and scaling large, distributed teams.
• Strong leadership and people management skills, with the ability to inspire and mentor talent.
• Experience in building scalable processes, leveraging automation, and driving continuous improvement.
• Data-driven mindset with hands-on expertise in support tools, CRM, and CX platforms.
• Excellent communication, problem-solving, and stakeholder management skills.

What We’re Looking For

• A customer-obsessed leader who blends empathy with operational excellence.
• A strategic thinker who can balance long-term vision with hands-on execution.
• Someone who thrives in fast-paced, high-growth environments.

Skills: Customer Support, Team Management, Operations