Customer Support Head

Head Customer Support

Customer Experience Operations

Lenskart Gurugram Haryana Full-Time

Lenskart is Indias 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 2700 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 6650 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.

Were 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 Lenskarts Gurugram headquarters with full P&L ownership of support cost quality and customer outcomes.

Youll 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.

Strategy & Leadership

• Define and drive the overall vision strategy and roadmap for Lenskarts 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 (2700 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 Lenskarts scale

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

• 812 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 whos equally comfortable in a strategy conversation and a live-fire escalation

• MBA or equivalent experience preferred not mandatory

Scale thats rare in India: Youd own support for a brand serving 30 million customers across 2700 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 youd 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 its a seat at the table not a call-center management job.

Mission thats easy to believe in: Lenskarts founding purpose solving the vision problem for 2 billion underserved people gives the role a clear why beyond the metrics.