About the Role:

As the Head of Customer Delight, you will lead the end-to-end post-order customer and rider support operations for our quick commerce platform. You will be responsible for ensuring seamless customer experiences, optimizing operational efficiency, and managing the P&L of the support function. This role requires a leader who can drive process excellence, and scalability while maintaining high customer satisfaction and retention.

Key Responsibilities:

1. Customer & Rider Support Operations:

• Oversee chat, voice and email support for customers and delivery partners post-order placement.
• Ensure best-in-class response times (FRT), resolution time, and first-contact resolution (FCR).
• Design and implement escalation management protocols for high-priority issues.

2. Performance & Metrics:

• Define and monitor KPIs: CSAT, NPS, retention, FRT, resolution time, and cost per order (CPO).
• Implement data-driven decision-making to improve efficiency and reduce operational costs.
• Own the P&L of the support function, optimizing burn while maintaining service quality.

3. Process & Automation:

• Identify automation opportunities (RPA, chatbots, self-service) to enhance efficiency.
• Continuously update SOPs, workflows, and training programs for agents.
• Work with Product & Tech teams to enhance CX tools and reduce manual interventions.

4. Team Leadership & Scaling:

• Lead hiring, training, and performance management of support agents (in-house & outsourced).
• Manage vendor partnerships, ensuring SLA adherence and cost efficiency.
• Build a high-performance culture with continuous coaching and development.

5. Cross-functional Collaboration:

• Partner with Product, Business, Last Mile, Category and Catalogue teams
• Drive customer feedback loops to influence product and process improvements and structurally reduce orders requiring support.

Qualifications & Skills:

• 5-10+ years in customer service leadership, preferably in quick commerce, e-commerce, or food delivery
• Proven expertise in process transformation, automation, and cost optimization.
• Strong P&L management and experience in vendor/outsourcing operations.
• Strong leadership skills with the ability to scale teams in a high-growth environment.

Why Join Us?

• Opportunity to build and scale a best-in-class customer delight function.
• Work in a fast-paced, high-impact quick commerce environment.
• Competitive compensation and growth opportunities.

Apply now to revolutionize customer experience in quick commerce!