About this role
Strategic Leadership & Culture
- Direct the comprehensive management of customer support operations across all engagement channels.
- Formulate and deploy service strategies designed to optimize the customer journey and enhance retention rates.
- Define clear service benchmarks, communication guidelines, and escalation pathways.
- Cultivate and sustain a pervasive culture that prioritizes customer needs throughout the enterprise.
Team Development & Performance
- Provide mentorship, direction, and professional growth opportunities for Support Executives, Team Leads, and Coordinators.
- Establish clear Key Performance Indicators (KPIs), objectives, and service quality targets for the team.
- Execute consistent performance evaluations, coaching initiatives, and skill-building training sessions.
- Create succession roadmaps and nurture an environment focused on high-performance delivery.
Customer Experience Oversight
- Supervise the full lifecycle of customer interactions, spanning initial inquiries, installation, net metering, commissioning, and post-deployment support.
- Guarantee that clients receive prompt and accurate updates on project milestones and service requests.
- Track and elevate key metrics including Customer Satisfaction (CSAT), Net Promoter Score (NPS), and retention figures.
- Evaluate customer feedback data to drive corrective measures and continuous service enhancement.
Operational Efficiency & Process Optimization
- Design and refine support workflows, Standard Operating Procedures (SOPs), and service delivery processes.
- Pinpoint operational bottlenecks and lead initiatives to streamline service delivery.
- Ensure strict compliance with Service Level Agreements (SLAs) and operational performance targets.
- Utilize CRM platforms and data analytics to boost service efficiency and reporting accuracy.
Cross-Departmental Coordination
- Collaborate closely with Sales, Engineering, Installation, Logistics, Procurement, and Finance to guarantee a unified customer experience.
- Spearhead the resolution of complex issues that require coordinated efforts across multiple departments.
- Serve as the definitive point of contact for critical escalations and high-stakes customer concerns.
- Organize regular inter-departmental reviews to enhance project delivery timelines and service quality.
Grievance & Escalation Resolution
- Manage high-priority complaints and escalations with effectiveness and professionalism.
- Implement structured frameworks for root-cause analysis and corrective action planning.
- Ensure the timely and satisfactory resolution of grievances while preserving strong client relationships.
Data Integrity & CRM Governance
- Maintain the accuracy and integrity of the customer database and CRM systems.
- Oversee support dashboards and monitor critical reporting metrics.
- Produce periodic reports detailing satisfaction levels, ticket resolution rates, response times, and operational performance.
- Promote widespread adoption of CRM tools and adherence to established processes.
After-Sales & Service Revenue
- Enhance Annual Maintenance Contract (AMC) support structures and customer engagement initiatives.
- Ensure the efficient processing of warranty claims, service tickets, and maintenance tasks.
- Identify and capitalize on revenue growth opportunities through customer retention and AMC renewals.
Regulatory Adherence
- Stay current with solar industry regulations, MNRE guidelines, DISCOM procedures, and net-metering policies.
- Align all customer communications and service workflows with evolving regulatory standards.
Requirements
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- Bachelor's degree in Engineering, Business Administration, Operations Management, or related field.
- MBA or equivalent management qualification preferred.
- 8-12 years of experience in customer support, customer success, operations, or service management.
- Minimum 3-5 years of experience in a managerial or leadership role.
- Prior experience in the Solar, Renewable Energy, EPC, Electrical, Utilities, or Infrastructure sector preferred.