Head of Customer Support (D2C Brand)

About the Role

We are looking for an experienced and customer-obsessed Head of Customer Support to lead and scale the customer experience function for a fast-growing D2C brand. The role will own end-to-end customer support operations across order management, returns, refunds, replacements, logistics escalations, and customer retention while ensuring best-in-class customer satisfaction. The ideal candidate should have strong experience in D2C/E-commerce customer support, team leadership, and process optimization.

Key Responsibilities

• Lead and manage the Customer Support team across chat, email, voice, WhatsApp, and social media channels.
• Own customer experience metrics including CSAT, NPS, First Response Time (FRT), TAT, Resolution Rate, and SLA adherence.
• Handle customer escalations related to orders, deliveries, damaged products, refunds, replacements, cancellations, and paym...