Customer Support Head

Head – Customer Support Customer Experience Operations Lenskart | Gurugram, Haryana | Full-Time About Lenskart Lenskart is India's 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, 2,700+ 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 ₹6,650+ 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. About the Role We're 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 Lenskart's Gurugram headquarters, with full P&L ownership of support cost, quality, and customer outcomes. You'll 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. What You'll Own Strategy & Leadership Define and drive the overall vision, strategy, and roadmap for Lenskart's 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 (2,700+ 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…