Customer Support Head

Customer Experience Operations

• 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

• 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

• Design and continuously improve SOPs, SLAs, and escalation matrices across order issues, delivery, warranty/returns, prescription and fitting complaints, and eye-care appointments

• Lead crisis and surge management (festive sales, new launches, service outages) with clear playbooks

• Partner closely with Product and Engineering to build AI-led and self-serve support (chatbots, IVR, WhatsApp bots) that reduces contact volume while improving resolution quality

• Use data to identify root causes of customer friction and drive them upstream into product, logistics, and retail fixes rather than just resolving downstream tickets

• Own support tooling strategy — CRM/helpdesk platforms, quality monitoring, and workforce management systems

• Build a culture of ownership, empathy, and speed across a large distributed workforce

• Set up hiring, training, and career-progression frameworks for a support organization operating at Lenskart's scale

• Manage vendor/BPO partnerships — commercials, performance governance, and capacity planning

• 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-commerce, D2C, retail, fintech, or consumer tech

• 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

Scale that's rare in India: You'd own support for a brand serving 30 million+ customers across 2,700+ stores and multiple countries — few CX leadership roles in India operate at this scale.

A company still moving fast: Lenskart is profitable, growing, and heading toward an IPO — you'd be building the support org for its next phase, not maintaining a legacy one.

Real influence, not just ticket management: With home eye tests, 3D try-on, and in-house manufacturing all feeding into the support funnel, this role directly shapes product and ops decisions — it's a seat at the table, not a call-center management job.

Mission that's easy to believe in: Lenskart's founding purpose — solving the vision problem for 2 billion underserved people — gives the role a clear "why" beyond the metrics.