Lokal App
Technology
Head-CustomerSupportStrategy&Operations
Neural analysis suggests this role is
optimal for Senior candidates.
“Head - Customer Support Strategy & Operations at Lokal App. Skills: Customer Support Strategy, Operations Management, Team Leadership, Process Automation. Build, hire, and scale customer support teams. Lead, mentor, and manage teams”
What You'll Achieve.
Deliver measurable impact on customer experience; Deliver measurable impact on business outcomes; Own team productivity, quality, and retention; Ensure support contributes directly to customer retention, churn reduction, and revenue impact; Maintain alignment with business priorities while ensuring TAT and service quality; Continuously refine processes to improve efficiency, consistency, and scalability; Ensure consistent, high-quality resolution at scale; Reduce manual effort while improving speed and accuracy; Drive process improvements; Influence business decisions; Resolve systemic issues; Improve product experience; Reduce recurring customer problems; Demonstrated impact on customer experience and business outcomes
Industry & Context.
Applies first-principles thinking to solve operational and customer experience challenges; Highly data-driven with analytical and problem-solving skills
What They're Looking For.
Must Have
5 - 8+ years of experience in Customer Support / CX Strategy / Operations, Proven experience in managing teams of 70–100+ members, track record of building support functions from scratch (0 → 1), Demonstrated expertise in SLA management, SOP creation, and process excellence, Experience handling high ticket volumes at scale, inclination toward automation, experimentation, and process innovation, Applies first-principles thinking to solve operational and customer experience challenges, Excellent at execution, team management, and driving outcomes, understanding of business impact, retention, and customer lifecycle, Experience owning hiring, team building, retention, and performance management, Highly data-driven with analytical and problem-solving skills, Has built teams and processes from scratch, not just managed existing setups, Has consistently met or exceeded SLA & TAT metrics, Comfortable handling high-pressure, high-volume environments, people manager + operator + executor, Demonstrated impact on customer experience and business outcomes
What You'll Do.
and scale customer support teams
Drive a performance culture
Define and execute customer support strategy
Own end-to-end business execution
Ensure support contributes to customer retention
Build and implement SOPs and SLA frameworks
Design scalable support processes
Manage high-volume ticket environments
and ticket deflection
Experiment with new processes
Track and analyze support KPIs
Use data to identify gaps
Influence business decisions
Work closely with Product
Share actionable insights
How You'll Work.
Team & Collaboration
Work closely with Product, Engineering, Legal, and Marketing teams; Share actionable insights to resolve systemic issues; Close feedback loops to reduce recurring customer problems
Full Job Description
**About Lokal :** In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren’t really using the internet meaningfully yet. We believed that if we started with local content in their own language, they’d come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online. This spark became Lokal. Our first instinct was to put everything in one place & one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies & marketplaces, we began unbundling and verticalising. Today, Lokal is a house of focused apps, many products, one mission: to connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they’ve always deserved. We now operate dozens of live apps across categories like: * Edutainment & Skill Learning – practical skills and learning in regional languages ([GyanTV](https://play.google.com/store/apps/details?id=com.behtar.gyantv&hl=en_IN)) * Matrimonial Matchmaking – hyperlocal, compatibility-first partner search ([Lokal Matrimony](https://play.google.com/store/apps/details?id=get.lokal.bengalurumatrimony&pcampaignid=web_share)) * Agri Consulting – farmer-first advisory in local languages ([AgriLokal](https://play.google.com/store/apps/details?id=com.agrilokal.kisan&hl=en_IN)) * Local Jobs – blue- and grey-collar opportunities close to home ([Lokal Jobs](https://play.google.com/store/apps/details?id=get.lokal.localjobs&hl=en_IN)) * Social & Community – Place to find & post social updates ([Lokal app](https://play.google.com/store/apps/details?id=get.lokal.localnews&referrer=utm_source%3Dwebsite_new%26utm_medium%3Dwebsite_new%26utm_campaign%3Dwebsite_new)) * Emotional Well-being & Peer Su
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