Customer Support Head

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 Own Strategy & 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 - 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 Tech, Data & Automation - 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 Team & Culture - 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 What We're Looking For - 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 Why This Role Is Interesting 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.