Job Description

Head of Customer Experiences
Welcome to Thrillophilia ! 7 Million users come every month to plan their trips on Thrillophilia . We are your one stop solution to book your tours, activities, staycations and much more.

Responsibilities -
Foster a healthy, motivated, and collaborative culture while developing internal staff in their professional growth
Manage the Support team and be responsible for driving day-to-day Support Operations including shift operations, scheduling, training, and ensuring adequate 24x7x365 support coverage
Perform and own all aspects of the Support operations management including Hiring, Training and Professional Development of the Customer Support Engineers and driving the customer escalations to a logical closure with higher CSAT/NPS scores.
Help define a support process that will allow our support team to scale with the company
Closely align with other leaders in the organization and execute on OKR s (objectives and metrics) to measure the overall team s success
Help define and put in practice standard operating principles for the Support Team
Develop and execute on strategy for continuous improvement of our Support Team SLAs
Manage the interactions between Support, Sales, Operations and Development on customer issues/feedback
Produce reports that demonstrate team effectiveness to Engineering, Product, and Leadership teams

Requirements - Lead through example
Complete ownership of customer issues
Demonstrated success in leading teams and individual contributors
Experience in growing the team by participating in the recruiting process
Hands-on with excel and data-driven
Experienced in managing customer escalations across organizations
Strong sense of empathy for our customers
Ability to stay calm in a fast-paced, growing environment
Exceptional communicator
Education: Any Graduate
Industry: IT-Hardware/Networking, Telecom

Skills Required