Praun Metal & Equipments Pvt. Ltd. is seeking a highly motivated and experienced Director of Customer Service to lead and elevate customer support operations within a growing, distributed organization. The role involves overseeing customer support strategy, service quality, and team performance across multiple channels, ensuring a consistent and positive customer experience throughout the entire customer journey.
Responsibilities:
- Lead and develop customer service operations and support processes
- Define and implement customer experience standards and service strategies
- Manage performance metrics, reporting, and service quality benchmarks
- Collaborate with Product, Sales, and Operations teams to improve customer experience
- Identify service gaps and implement scalable improvement solutions
- Support training, coaching, and development of customer service teams
- Handle escalation frameworks and ensure timely resolution of key issues
- Continuously improve tools, workflows, and customer support systems
Requirements:
- 8+ years of experience in customer service, customer experience, or related leadership roles
- Proven experience managing remote or distributed teams
- Strong leadership and communication skills
- Experience with customer support systems and service performance metrics
- Ability to analyze feedback and drive process improvements
- Bachelor's degree required
- Advanced degree is a plus