Customer Support Head
- Compensation
- Not disclosed
- Location
- Gurugram, Haryāna, India
- Work setup
- Not specified
- Seniority
- C level
- Employment
- Full time
- Experience
- 4+ years
- Category
- Support
- Posted
Skills
Must have
- 8–12 years of experience in customer support/customer experience leadership, with at least 4+ years leading large-scale support operations (500+ FTE across in-house + outsourced teams), ideally in e-c
- Proven experience managing omnichannel support (voice + digital) at high volume and building/scaling teams across multiple geographies
- Strong data and analytical orientation — comfortable owning metrics like CSAT, NPS, AHT, and cost-per-contact, and translating them into action
- Experience partnering with Product/Tech teams to drive automation, self-serve, and AI-based support solutions
- Track record of building and leading large teams (direct + matrixed), including managing BPO/outsourcing partnerships and commercials
- Exceptional stakeholder management — this role sits close to leadership and needs to influence product, ops, and retail teams without direct authority
- Structured, first-principles problem solver who's equally comfortable in a strategy conversation and a live-fire escalation
- MBA or equivalent experience preferred, not mandatory
Full description
Head – Customer Support
Customer Experience Operations
Lenskart | Gurugram, Haryana | Full-Time
About Lenskart
Lenskart is India's largest omnichannel eyewear company, on a mission to solve the vision problem for 2 billion people across the world. Since Peyush Bansal founded Lenskart in 2010, the company has grown into a vertically integrated eyewear ecosystem — spanning e-commerce, 2,700+ retail stores across India and international markets (Singapore, Japan, Thailand, Taiwan, the Middle East and beyond), in-house design and manufacturing, and pioneering innovations like Home Eye Checkups and 3D virtual try-on.
Lenskart serves 30 million+ customers, crossed ₹6,650+ crore in FY25 revenue, turned solidly profitable, and is now on the path to a public listing. Behind that scale sits one non-negotiable promise: every customer, whether they bought online, in a franchise store, or through a home eye-test visit, gets a seamless, trustworthy experience — and that promise lives and dies with Customer Support.
About the Role
We're looking for a Head of Customer Support to own and scale the customer support charter for all of Lenskart — across India and international geographies, across every channel (voice, chat, email, social, WhatsApp, in-store escalations), and across every touchpoint in the journey (order, delivery, fitting, warranty, returns, subscription, and eye-care services).based out of Lenskart's Gurugram headquarters, with full P&L ownership of support cost, quality, and customer outcomes.
You'll lead a large, multi-layered organization (in-house team + BPO/outsourced partners), sit at the table for product and policy decisions that affect millions of customers, and be the voice of the customer inside a company built on the "customer-first, always" philosophy that Lenskart is known for.
What You'll OwnStrategy & Leadership
- Define and drive the overall vision, strategy, and roadmap for Lenskart's global customer support function
- Build, mentor, and scale a high-performing leadership team across team leads, quality, training, and workforce management
- Own the support P&L: cost-per-contact, outsourcing mix, and budget planning across in-house and BPO/partner teams
- Represent the voice of the customer at the leadership table, influencing product, supply chain, retail, and policy decisions
Operations & Delivery
- Run day-to-day support operations across voice, chat, email, social, and WhatsApp for both online and offline (2,700+ store network) customers
- Own key metrics: CSAT, NPS, first-response time, resolution TAT, cost-per-ticket, and escalation/repeat-contact rates