Head of Customer Experience (CX)
Location: Bengaluru, Karnataka (On-site/Hybrid)
Department: Customer Experience
Reporting To: CEO
About LegUp
At LegUp, we are committed to creating exceptional customer experiences while building a scalable and sustainable business. As we continue to grow rapidly, we recognize that operational challenges and supply chain inefficiencies have impacted customer satisfaction and brand perception.
We are actively investing in strengthening our operations and customer-first culture. To lead this transformation, we are seeking an experienced and strategic Head of Customer Experience (CX) who can drive customer-centric change, restore customer trust, and establish best-in-class support and service standards across the organization.
Role Overview
This is a high-impact leadership role responsible for driving customer experience strategy, service excellence, reputation management, and cross-functional collaboration. The ideal candidate will serve as the voice of the customer, working closely with Operations, Supply Chain, Product, and Leadership teams to improve customer satisfaction, operational efficiency, and long-term customer loyalty.
The successful candidate will be responsible for transforming customer support from a reactive function into a proactive, data-driven, and customer-obsessed organization.
Key Responsibilities
Strategic Customer Experience Leadership
- Develop and execute a comprehensive customer experience transformation strategy.
- Lead initiatives aimed at improving customer satisfaction, retention, and advocacy.
- Establish short-term and long-term CX roadmaps aligned with company objectives.
- Drive customer-centric decision-making across all business functions.
Customer Trust & Reputation Management
- Own and improve the company's online reputation across review platforms, social media channels, and customer feedback forums.
- Design communication frameworks that ensure transparency during service disruptions, delays, or operational challenges.
- Develop escalation management processes for high-priority customer concerns.
- Monitor customer sentiment and implement corrective action plans.
Cross-Functional Collaboration
- Partner closely with Operations and Supply Chain teams to identify and eliminate customer pain points.
- Translate customer feedback into actionable operational improvements.
- Create proactive customer communication systems for service disruptions and delivery-related issues.
- Ensure alignment between operational capabilities and customer expectations.
Customer Support Excellence
- Optimize customer support processes, workflows, and service standards.
- Improve key performance indicators including:
- First Response Time (FRT)
- First Contact Resolution (FCR)
- Resolution Time
- Escalation Rate
- Customer Satisfaction (CSAT)
- Implement quality assurance and service excellence programs.
- Establish scalable support frameworks to support business growth.
Analytics & Insights
- Define and monitor CX performance metrics, including:
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
- Customer Effort Score (CES)
- Customer Retention Metrics
- Conduct root cause analyses of customer complaints and negative reviews.
- Present actionable insights and improvement recommendations to senior leadership.
- Utilize customer data to drive strategic decisions and operational improvements.
Team Leadership & Development
- Build, mentor, and lead a high-performing customer experience team.
- Foster a culture of accountability, empathy, ownership, and continuous improvement.
- Design training and coaching programs to enhance service quality and customer engagement.
- Establish performance management frameworks and career development pathways.
Qualifications & Experience
Required
- Bachelor's degree in Business Administration, Operations, Customer Experience, or a related field.
- 8+ years of experience in Customer Experience, Customer Support, Operations, or Service Management.
- Minimum 3+ years in a senior leadership role managing CX teams.
- Proven experience in fast-paced startup, e-commerce, logistics, supply chain, or consumer-facing environments.
- Strong understanding of customer service operations, escalation management, and process improvement.
Preferred
- Demonstrated success in improving customer satisfaction and customer loyalty metrics.
- Experience managing reputation recovery or customer experience transformation initiatives.
- Strong understanding of supply chain and operational processes.
- Experience with CRM and CX platforms such as Zendesk, Freshdesk, Intercom, Salesforce, or similar tools.
Pay: ₹100,000.00 - ₹150,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
