Lead Customer Experience & Support for a series A funded D2C Brand (Job Code: NSC000105)

Job Summary

We are seeking a Lead Customer Experience & Support for a series A funded D2C Brand

Job Profile:

Customer Experience Strategy & Execution
• Build and scale the end-to-end customer experience journey across all touchpoints (voice, chat, email, social, etc.).
• Define KPIs and implement systems to track CSAT, NPS, FRT, TAT, and resolution rates.
• Develop SOPs, training programs, and quality frameworks to ensure high-touch, consistent customer engagement.
Customer Support Operations
• Set up and manage support tools (CRMs, Helpdesks like Freshdesk, Zendesk).
• Drive efficiency in ticket handling, escalation management, and root-cause analysis.
• Establish internal feedback loops to continually improve the customer experience.
Revenue Enablement
• Design and implement processes for cross-selling and upselling during customer support interactions.
• Train the CX team to identify revenue opportunities while maintaining a service-first mindset.
• Collaborate with Sales & Marketing teams to align on customer lifecycle journeys and value offerings.
Leadership & Team Development
• Hire, mentor, and manage a high-performing support team aligned with business goals and customer values.
• Foster a culture of empathy, ownership, and performance excellence within the CX function.
Customer Advocacy & VOC
• Act as the voice of the customer internally by synthesizing feedback into actionable insights.
• Drive initiatives to reduce churn, increase loyalty, and boost referral engagement.
Cross-Functional Collaboration
• Work closely with Product, Tech, Operations, and Marketing to resolve systemic issues and influence roadmaps.
• Support campaigns and launches with seamless CX planning and execution.

Requirements:

5+ years of experience in customer support or experience roles, with at least 2+ years in a leadership capacity.
Proven track record of setting up and scaling CX from scratch in a high-growth startup.
Deep understanding of customer service psychology, problem-solving, and lifecycle management.
Demonstrated ability to drive upselling and cross-selling within support workflows.
Strong communication skills, both verbal and written, with a calm and empathetic tone.
Proficient in using customer support platforms, automation tools, analytics dashboards, and CRMs.
Adept at managing KPIs while balancing empathy and business outcomes.
Nice to Have
Prior experience in D2C, fintech, SaaS, or consumer internet companies.
Certifications in Customer Success, CXM, or related domains.
Working knowledge of customer journey mapping and behavior analytics.