Head of Customer Support

About the Role

We are seeking an experienced and strategic leader to head our Customer Support Operations within the EV charging ecosystem. The ideal candidate should have strong experience in customer service and operations within the Electric Vehicle (EV), renewable energy, or automotive sectors, with demonstrated leadership in managing large customer bases.

Responsibilities

• Lead end-to-end customer service operations across hotline, digital, and field support channels, ensuring 24/7 responsiveness in line with defined SLAs.
• Manage escalations involving DISCOMs, franchisees, OEM partners, and government stakeholders.
• Conduct nationwide customer satisfaction surveys specific to EV charging services and implement service quality enhancements.
• Maintain audit-ready documentation of complaints, resolutions, and compliance reports as per regulatory standards.
• Collaborate with IT and Legal teams to ensure adherence to IT Rules 2021, data privacy norms, and cybersecurity compliance.
• Provide data-driven insights and strategic recommendations to leadership to enhance service excellence across the EV ecosystem.

Required Skills

• Expertise in SLA management and customer grievance handling.
• Understanding of EV charging infrastructure and regulatory compliance.
• Experience in managing multi-channel customer operations.