Director of Customer Experience, Sell

Job Title: Director of Customer Experience Sell
Location: Pune India (Hybrid)
Permanent - Full Time

About Us:

Cyncly is a global technology powerhouse with 2400 employees and 70000 customers across 100 countries. Cyncly transforms the way customizable products and spaces are imagined designed sold managed and made. Our end-to-end software solutions connect professional designers retailers and manufacturers to the worlds largest repository of product content. Today our business spans across the Kitchen & Bath Furniture Window Glass & Door and Flooring industries with operations in North & South America Europe Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions backed by leading growth private equity firms specialised in technology.


About The Role:

The Sell Director is one of the most senior leaders in the Customer Experience organisation accountable for the full performance of the Sell domain and for outcomes that roll up to the overall CX organisation: CSAT SLA performance and Cost of Support.

This role owns the operating model people decisions quality standards KPI performance and transformation agenda for the Sell domain. A core part of the role is leading the domain Subject Matter Experts who preserve tacit product knowledge and turn it into practical training documented knowledge and AI-ready content used by internal teams the BPO Quality & Training Systems & Analysis and AI-enabled support.

Main Responsibilities:

• Own CSAT SLA and Cost of Support outcomes for the Sell domain with clear reporting to CX Leadership.
• Own the operational KPIs that drive those outcomes: First Reply Next Reply First Contact Resolution Reopen Rate and Abandoned Call performance.
• Own hiring promotion performance management and termination decisions across the domain within company and HR policy.
• Ensure support quality is maintained through clear standards coaching knowledge use escalation handling and customer communication.
• Lead the domain SMEs as a strategic knowledge capability: capture tacit product knowledge convert it into training documented guidance and AI-usable content and keep that knowledge current.
• Use SME insight to spot product knowledge gaps support process issues training needs and AI answer-quality gaps then drive fixes with Quality & Training and Systems & Analysis.
• Drive AI adoption automation and self-service that reduce unnecessary human touch and Cost of Support while maintaining or improving customer outcomes.
• Run the domain operating rhythm across performance review KPI analysis risk/action tracking escalation management and continuous improvement.
• Partner with BPO Management Quality & Training Systems & Analysis Product Engineering and Commercial teams to remove blockers and improve execution.
• Provide concise evidence-based updates to the SVP of CX and CX Leadership including risks root causes corrective actions and progress against commitments.

SME Knowledge and AI Accountability

The Director is accountable for making SME knowledge operational: not only answering difficult questions but improving the whole support model by raising capability reducing repeat issues and making knowledge reusable across teams and AI.

• Prioritise SME work based on customer impact ticket demand product complexity BPO readiness and AI adoption opportunities.
• Ensure SME outputs flow into training knowledge articles troubleshooting guides QA calibration macros escalation logic and AI knowledge sources.
• Create a simple governance rhythm for SME output including knowledge gaps training needs AI content improvements and measurable impact on CSAT SLA FCR reopens and cost. This may look like following the KCS standard or other such framework.
  

Required Skills and Experience:

Experience

• Extensive leadership experience in customer experience customer support contact-centre operations or comparable service delivery environments.
• Equivalent experience is valued where the individual has demonstrated ownership of large-scale operational outcomes multi-level teams financial performance customer experience quality and specialist knowledge-management capability.
• Proven ownership of CSAT SLA Cost of Support and related operational KPIs in a complex support environment.
• Strong operational command of First Reply Next Reply FCR Reopen Rate Abandoned Call and the drivers behind those measures.
• Experience leading managers specialists and distributed support teams including significant people-decision accountability.
• Ability to convert deep product expertise into scalable training knowledge quality standards and AI-ready support content through SMEs or similar specialist teams.
• Strong financial and productivity discipline with the ability to connect workforce process tooling and AI adoption decisions to cost outcomes.
• High confidence using data to diagnose performance explain root causes make trade-offs and drive action.
• Executive-level communication skills with concise reporting of performance risk decisions and corrective actions.

Preferred but not required

• Experience leading a product-aligned support domain similar in scale or complexity to Sell.
• Experience in a global matrixed CX organisation with centralised quality systems analytics SME and BPO support functions.
• Experience with Zendesk CCaaS workforce management knowledge platforms AI-enabled support tooling or major cost-to-serve transformation.

Working For Us:

At Cyncly we call our team OneCyncly a reflection of how we work together as one united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences perspectives and skills - and we thrive when we work together with openness trust and respect.

Here youll join a group of colleagues who take ownership solve problems and focus on making an impact. We embrace curiosity welcome new ideas and see mistakes as opportunities to learn. Youll have the freedom to work flexibly and autonomously supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate challenge each other and share what we know we build something better together.

If you want to work in a place where your ideas matter your growth is valued and your work shapes the spaces people live work and play in - come join us.